Customer Service Agent

The Customer Service Agent is often the first Air Shuttle employee customers will interact with during their travel experience. Customer Service Agents facilitate flight check-in, the boarding process, and assist customers in-person and remotely with arranging flight reservations and amenities. A Customer Service Agent understands the demand for air travel and is determined to make the flight planning and gate boarding experience as positive as possible.

Ticketing/Gate Agent:

• Responsible for processing passenger check-in in alignment with Air Shuttle and TSA policies and procedures.
• Addresses any passenger questions or concerns, when able proactively seeks resolution in alignments with the Air Shuttle’s standards of conduct.
• Accountable for providing prompt and concise communication to vendors and internal teams with respect to all flight management details, including assisting with ground transportation arrangements during operational delays.
• Ensures all required reports are processed in time with provided deadlines, example of reports include daily Customer Service and anomaly reports.
• Responsible for providing prompt operational updates to passengers as they pertain to flight statuses.
• Processes all passenger reservations and check-ins through the company’s reservation software.
• Works both independently and as part of a team to accomplish tasks.
• Embody the values of the Air Shuttle culture and standard of service to help create and maintain a positive work environment & successful operation.

Passenger Services:

• Must be knowledgeable in utilizing the Air Shuttle reservation system.
• Responsible for assisting passengers via email and phone in creating flight reservations.
• Provides proactive immediate customer communication when responding to inbound calls and emails.
• Demonstrates the client centric values of the organization and prioritizes world class resolution.

Required Skills and Experience

• Minimum 2 years previous Customer Service experience in the hospitality or travel industry, preferred.
• Experience working in a Customer Service environment answering inquiries via phone and/or email.
• Experience with travel or hospitality ticketing and reservation systems, preferred.
• Experience with Microsoft Office Suits.
• Ability to synthesize, prioritize, and execute multiple tasks under time constraints in a dynamic environment. 
• Ability to speak, read, write, and understand English as required to provide safety information to customers and write detailed reports pertaining to irregular, emergency, and security events. 
• Experience with web-based phone systems such as Genesys, Nextiva, or RingCentral, preferred.
• High school diploma preferred 

Work authorization/security clearance requirements

• Authority to work in the United States.
• Must be able to pass a Non-DOT pre-employment urine drug screen.
• Must be able to obtain a Non-SIDA airport badge by passing a background check ordered by the Airport.
• Must be able to pass a comprehensive background check.

Drug-Free Workplace and Alcohol Misuse

• All GMJ Air Shuttle employees must comply with the Company’s Policies on a Drug-Free Workplace and Alcohol Misuse. No person may perform any safety-sensitive function if the person has a verified positive drug or alcohol test result or has refused to submit to a drug or alcohol test. 

The salary range for this position is $18.00-$20.00per hour DOE. 

Affirmative Action/EEO statement

GMJ Air Shuttle  is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.