Microsoft Word - Airport Airline Customer Service_Ground Operations Agent Sept.doc

POSITION AVAILABLE

Airport Airline Customer Service/Ground Operations Agent

Regional Airport

Minimum Salary $11.39 per hour

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.

The Customer Service/Ground Operations Agent is expected to be friendly, prompt, and courteous. The

Agent 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. 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.

The Agent 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.

This is an entry-level position, and any necessary training will be provided by the airline. Customer

Service/Ground Operations Agent should be high school graduates or equivalent and be at least 18 years

old. Basic math skills are required due to handling money for tickets. Customer service or sales background

with an airline is preferred but not required. Multi-tasking abilities are a must.

Valid MD Class C driver's license or equivalent from another state is required.

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.

The Agent is subject to inside and outside environmental conditions, extreme cold, extreme heat, noise,

hazards, and atmospheric conditions. The Agent may be exposed to blood borne pathogens and may be

required to wear specialized personal protective equipment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential tasks.

DEADLINE FOR FILING APPLICATIONS WITH HUMAN RESOURCES IS: Friday, September 11,2020 @

4:00P.m.

To apply, visit our website at www.washco-md.net or complete and return an Application to HR@washco-

md.net or by mailing to Washington County Human Resources Department, 100 W. Washington Street,

Room 2300, Hagerstown, Maryland 21740. Internal candidates must use an Internal Application and include

a resume when submitting.

Washington County is an Equal Opportunity Employer. Individuals requiring special accommodations or

assistance are requested to contact the Human Resources Department at 240-313-2350, Voice or TDD

(D/HH use 711) M/F/H/V

JOB TITLE:

Airport Airline Customer

Service/Ground Operations Agent

GRADE

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.