What are the responsibilities and job description for the Agent Passenger Services position at WFS?
Job Summary
As an Agent, Passenger Service, you will be responsible for providing a wide range of customer service functions related to airport and passenger operations. This includes assisting passengers with reservations, tickets, baggage handling, and general travel information. You will ensure smooth boarding, deplaning, and ticket validation, while also handling lost and found inquiries, baggage claims, and airfreight shipments. Additionally, you will help maintain compliance with security protocols and contribute to overall operational efficiency.
Responsibilities
Make reservations, issue tickets and itineraries, and compute fares for passengers.
Handle baggage check-in, collect excess baggage charges, and provide general travel information.
Assist passengers at boarding gates, including checking ticket validity and processing boarding procedures.
Manage arrangements for passengers holding reservations, standby travelers, and their luggage.
Determine flight close-out times and complete necessary flight documentation for accuracy.
Handle post-departure procedures, including invalidating tickets and finalizing reports.
Conduct lost and found activities, including tracing lost articles, updating passengers, and returning found items.
Process claims for lost or damaged baggage, including on-the-spot settlements for minor claims and forwarding larger claims to appropriate personnel.
Receive and process airfreight shipments, including determining routing, computing rates, and preparing documentation for domestic and international shipments.
Maintain inventory records for airfreight shipments, ensuring accuracy in warehouse, dispatch, and delivery processes.
Ensure compliance with site security protocols and report any breaches or suspicious activities to management or through the whistleblower program.
Minimum Requirements
High school diploma or GED equivalent
At least 1 year of experience in customer service or related field
Ability to work varied shifts, including weekends, holidays, and nights
Strong verbal and written communication skills
Ability to lift and handle baggage weighing up to 50 lbs
Basic computer proficiency, including the ability to input data and use relevant software
Stay up to date on recurrent training as assigned
Ability to obtain and maintain airport security badge
Ability to keep up with recurrent training in a timely manner
Ability to read, write, and speak the English language
Preferred Skills
Previous experience in an airport, airline, or logistics environment
Knowledge of ticketing, reservations, and fare calculation systems
Experience handling lost and found procedures or baggage claims
Strong organizational skills and attention to detail
Familiarity with airport regulations and procedures
Knowledge of international shipping and airfreight documentation
Proficiency in a second language for assisting international travelers
Strong conflict resolution and problem-solving abilities
Physical Requirements / Working Conditions
Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs
Frequent standing, walking, and moving throughout the airport terminal or warehouse
Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage
Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow
Manual dexterity required for handling documents, operating computers, and using two-way radios
Ability to remain on your feet for extended periods (up to 8 hours or more during shifts)
Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance
Capacity to work in confined spaces, such as baggage handling areas or aircraft cabins
Ability to work in a noisy environment, such as near aircraft engines and ground support equipment
Perks & Benefits
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