At Surf Air Mobility, we're transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer-first approach, advanced software solutions, and electrification, we're pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand.
Help us shape the future of aviation while working with cutting-edge technologies that are changing the lives of our passengers.
OB TITLE: Airport Cross Utilized Agent - customer service & ramp
DEPARTMENT: Customer Service
REPORTS TO: Station Manager
FLSA STATUS: Non-Exempt
POSITION SUMMARY:
The Airport Cross-Utilized Agent is our primary representative in our airport stations. The position is responsible for handling all customer service activities, including greeting and checking in passengers, handling luggage, booking/re-booking flights, and assisting with passenger loading/unloading. It is also responsible for all ramp duties in our smaller stations.
KEY RESPONSIBILITIES
Ensuring FAA, Airline and airport regulations are followedEnforcing safety/security measures and protecting sensitive zonesCreating and modifying reservationsChecking in passengers; safely loading and unloading passengersHandling luggage weights of up to 70 lbs and monitoring luggage for size, quantity and weightReviewing baggage tags for accuracyProviding information on arrival and departure times, boarding procedures, carry-on regulations and seating arrangementsMaking announcements over a public address systemProcessing credit card paymentsDirecting aircraft parking and dispatch on the rampAfter training, towing aircraft to proper parking positions on the rampMaintaining work area and mechanical equipment in proper order
JOBS THIS POSITION DIRECTLY SUPERVISES:
This position does not directly supervise others
Requirements
Knowledge, Skills & Abilities:
Excellent written and verbal communication skillsAble to read, write and speak English effectivelyAble to maintain eye contact when speaking with customersProfessional in appearance and mannerAbility to learn, understand and communicate the terms of the company's Contract of CarriageCourteous in all interactionsAble to interact effectively with passengers, co-workers and managementAbility to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situationsAbility to diffuse stressful situationsDetail-oriented and self-motivated
Qualifications
Education:
High school diploma or equivalent
Miscellaneous Requirements:
Valid driver's license and reliable transportationComputer skills - ability to learn reservation and phone systems, proficient with a PCBasic math abilitiesAbility to work within a 24/7 operation including holidaysAbility to pass 10-year background check and pre-employment drug screenAt least 18 years of ageAuthorized to work in the U.S. per the Immigration Act of 1986
Work Experience:
Prefer at least 1 year of prior customer service experience
Mental Requirements:
Level 2
Level 1 - Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.
Level 2 - Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
Level 3 - Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.
Physical requirements:
Must be able to lift 70 pound suitcase from the floor to 18 inches and carry 70 pound suitcase in front of you with both hands for a distance of up to 25 feetMust have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of timeMust be able to stand for extended periods of timeMust be able to work in all weather conditions and in confined spacesMust have sufficient vision and ability to safely perform the essential functions of the position.Must be able to meet all physical requirements related to aircraft weight limitations before and during employment.
Activity
Approximate % of Time
Sitting: 5
Standing: 70
Walking: 25
100%
Machines and Equipment Used:
Machines, Equipment, Tools
Approximate % of Time
Varied: 100%
Degree of Hand Eye Coordination Required:
Computer: Varies
Phone: Varies
Photocopier, fax machine: Varies
Approximate percentage of time incumbent spends in "on-the-job" travel, including commuting to regular work locations: less than 5%
Benefits:
Competitive Salary: Attractive compensation package based on experience.
Retirement Plans: Employees can enroll in our company's 401k plan.
Holidays: After completion of your probationary period, eligible for paid holidays throughout the calendar year.
Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including:
Flight tickets at significant discount, employee and family members can fly our planes (standby space available) Discounts on hotels and resortsCar rentals at reduced ratesDiscounted cruises
Equal Opportunity Employer, including disability/protected veterans
Equal employment opportunity, including veterans and individuals with disabilities.
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