JOB TITLE:
Airport Airline Customer
Service/Ground Operations Agent
GRADE
3
DEPARTMENT:
Regional Airport
FLSA STATUS:
Non-exempt
REPORTS TO:
Airline Station Leader
GENERAL DEFINITION OF WORK:
This position is responsible for providing customer service to all customers and will include ground
operations, aircraft cleaning and security for inbound/outbound flights. Direction is provided by the Airline
Station Leader with supervision under the Airport Director.
ESSENTIAL FUNCTIONS/TYPICAL TASKS:
(These are intended only as illustrations of the various types of work performed. The omission of specific
duties does not exclude them from the position if the work is similar, related, or a logical assignment to the
position.)
1. Represent the airline to its passengers and assist passengers in ticket sales and reservations including
reservation changes
2. Passenger check-in including the movement of checked baggage
3. Provide airline information to passengers as required
4. Greet passengers as they enter the terminal and provide direction to the airline ticket counters
5. Assist in passenger boarding
6. Assist in preparation and completion of all paperwork associated with the aircraft movement
7. Load and unload baggage of various weight and dimensions to and from aircraft and applicable airport
baggage areas
8. Marshal in/out aircraft
9. Required to complete all computer-based training and on job training within the 60-day timeframe upon
hire.
10. Required to do monthly computer-based training
11. Perform related tasks as required.
KNOWLEDGE, SKILLS AND ABILITIES:
The customer service representative is expected to be friendly, prompt, and courteous. You will provide
assistance for people who are checking-in, making reservations, rebooking a flight, and checking in
baggage. They will also escort passengers to the boarding gate, push wheelchairs when needed, and
answer any questions that passengers may have. You will be required to know the procedures for
unaccompanied minors, law enforcement officers, Hazmat, and the guidelines for accepting airfreight.
Agents are required to help resolve customer complaints in a calm manner. Ability to deal well with
sometimes impatient or angry customers can be an important part of the job. Provide information by public
address system or otherwise about aircraft boarding, including news, such as flight delays and cancellations
due to weather or mechanical problems with the aircraft.
EDUCATION AND EXPERIENCE:
This is an entry-level position, and any necessary training will be provided by the airline. Customer Service
Representatives should be high school graduates or equivalent and be at least 18 years old. You will need
to have basic math skills and will usually handle money for tickets. Customer service or sales background
with an airline is preferred but not required.
PHYSICAL REQUIREMENTS:
Agents must have the ability to repeatedly lift luggage that may weigh up to 60 or more pounds. Customer
service/Ground Operations Agents will be required to perform other jobs including baggage handler, ramp
agent, gate agent, and more. Must have the ability to enter ticket information and check scheduling via
computer. Agents should have computer proficiency with a minimum typing skill of 30 wpm.
Must have the ability to read, write, and speak clear English. Valid MD Class C driver's license or equivalent
from another state is required. You will wear the uniform of the airline you work for and will be expected to
be well-groomed at all times. Multi-tasking abilities are a must.
The worker is subject to inside and outside environmental conditions, extreme cold, extreme heat, noise,
hazards, and atmospheric conditions. The worker may be exposed to blood borne pathogens and may be
required to wear specialized personal protective equipment.
SPECIAL REQUIREMENTS:
Successfully background investigation is also necessary with no criminal history, and this will typically go
back 10 years or more. Along with it, you will need to be able to qualify for a government airport ID and pass
a drug test. At HGR, security clearance is needed. Staff can expect to work almost any shift because
airline counters are often open at various time throughout the year including weekends and holidays so
flexibility is a must.
Revised: 2/2016, 1/2019
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
tasks.
