Airline Customer Service Representative/ Ground Operations Agent (Part-Time)

The Ground Operations Agent role is offered by a reputable regional airport, a pivotal establishment specialized in managing and facilitating efficient air travel and passenger services. This organization plays an essential role in the aviation industry by providing comprehensive airport services including ground handling, aircraft cleaning, security measures, and passenger assistance. The establishment is committed to maintaining excellent operational standards to ensure the safety, comfort, and satisfaction of all passengers and airlines utilizing the airport facilities. The airport functions as a hub that supports various airlines and coordinates with multiple stakeholders to streamline flight operations and customer service processes. The position belongs to the Regional Airport department and reports directly to the Airline Station Leader, with further supervision under the Airport Director. The employment type for this role is non-exempt, indicating that the position is eligible for overtime and adheres to labor regulations regarding working hours and compensation. The salary for this grade 3 position is $17.85 per hour, reflecting an entry-level compensation suitable for individuals starting their careers in the aviation ground services domain. This Ground Operations Agent position is designed as an entry-level role with a comprehensive training pathway provided by the airline to familiarize new hires with all necessary operational protocols. The primary mission of the agent is to deliver exceptional customer service to all passengers, ensuring a smooth travel experience from the moment they enter the terminal until they board their flights. The role requires a multifaceted skill set that includes handling ground operations such as aircraft cleaning, baggage handling, passenger check-in, and security screening for inbound and outbound flights. Agents will act as the frontline representatives of the airline, assisting passengers with ticket sales, reservations, and any necessary amendments to their bookings. They are also responsible for greeting passengers, guiding them to the appropriate boarding gates or ticket counters, and providing relevant airline information to address any travel inquiries. In addition to customer-facing duties, the Ground Operations Agent performs critical operational tasks including loading and unloading baggage with various weights and dimensions, marshalling aircraft in and out of gate areas safely, and assisting with the preparation and completion of all paperwork associated with flight operations. The position requires rigorous adherence to safety and security protocols, including compliance with regulatory requirements for handling special passengers such as unaccompanied minors and law enforcement officers, as well as compliance with hazardous material guidelines. Training is a key component of this role. Upon hire, agents must complete all computer-based and on-the-job training within 60 days. Ongoing monthly training is mandatory, covering essential areas such as de-icing, ground security coordination, ramp observer responsibilities, and customer service skills. Special training modules also include jet bridge operations, aircraft marshaling, and other duties that contribute to the safety and efficiency of ground operations. The role demands strong communication and interpersonal skills, as agents frequently interact with passengers who may be anxious or upset. The ability to calmly resolve customer complaints and provide clear, accurate information about flight delays, cancellations, and boarding procedures through public address systems is essential. Physical stamina is equally important since the job involves lifting heavy luggage, standing for extended periods, and working in various weather conditions. Agents must be able to type at least 30 words per minute and have proficiency in using computer systems for ticketing and scheduling. Additionally, a valid Maryland Class C driver's license or equivalent from another state is required, along with the ability to meet background checks and security clearance necessary for access to airport facilities. Flexibility in scheduling is a must, as airline counters operate at varying hours including weekends and holidays. The company supports reasonable accommodations for individuals with disabilities to ensure all employees can perform their duties effectively. Overall, this role is well-suited for individuals seeking to start a career in the aviation industry, offering steady employment, defined training pathways, and opportunities to contribute to the safe and efficient functioning of airport and airline operations.

• High school graduate or equivalent
• Minimum age of 18 years
• Basic math skills
• Ability to lift luggage up to 60 pounds or more
• Computer proficiency with typing speed of at least 30 wpm
• Ability to read, write, and speak clear English
• Valid Maryland Class C driver’s license or equivalent
• Successful background investigation with no criminal history
• Ability to qualify for government airport ID
• Pass a drug test
• Willingness to work flexible shifts including weekends and holidays
• Ability to perform multi-tasking duties
• Ability to handle customer complaints calmly