Customer Service Agent

The Customer Service Agent (CSA) serves as an ambassador for our airport and is highly visible and helpful to the public. CSAs provide assistance and related Customer Services at the ticket counter, gate and baggage areas, and terminal. Duties include, but not limited to, servicing customers by performing meet and greets, check-in, aircraft boarding and deplaning, ticketing, baggage service, making boarding, deplaning and public announcements, providing connecting flight information and direction assistance, and resolving customer complaints.

CSAs also answer questions and offer information covering a wide variety of airline and/or airport related topics. In addition to providing information, they help passengers pass through the airport from the ticket counter to boarding. They also serve passengers with disabilities and small children traveling alone who need special assistance. This may include a wheelchair to expedite or ease movement through the terminal and during boarding and deplaning. CSAs must be knowledgeable of all airline procedures and policies to instill customer confidence, show genuine concern, and help operations run safely and efficiently.

The airport operates 365 days a year, therefore weekend and holiday work may be required. The principal duties of this position are performed in an indoor environment, however, duties may be required in an outdoor environment, which may involve adverse weather conditions and related hazards. The Customer Service Agent reports to the Airline and Security Operations Manager, who assigns work tasks.

Job Responsibilities and Duties:

•Provide a high level of Customer Service to the traveling public by assisting passengers with their luggage and tagging bags, oversized luggage or sporting equipment.

•Assist passengers from terminal, airport ticket counter, or other areas in the airport pushing wheelchairs.

•Welcomes customers in the airport ticket counter area and offer assistance or seek out customers who may need assistance, i.e., large parties, passengers with disabilities, etc.

•Escort passengers to and from the terminal to the aircraft, and provide assistance to disabled passengers or others needing special assistance

•Perform all duties, under sometimes stressful conditions beyond the employee's control, while attempting to influence a favorable impression of the North Central West Virginia Airport or contracted airline service provided by our business partners.

•Resolve customer questions or complaints with professionalism.

•Perform ticket counter operations, i.e. customer check-in, book reservations, etc.

•Perform gate operations, i.e. passenger loading, unloading, operating jetbridge, making PA announcements, etc.

•Perform aircraft cleaning missions and aircraft provisioning.

•Assist with terminal cleaning and upkeep.

•Travel for training as required.

•Perform additional assigned tasks as directed.

Skills and Qualifications:

•Minimum age of 18

•High school diploma, GED, or International equivalent

•Must be willing able to work rotating shifts, including nights, weekends, holidays, and rotating days off

•Must be flexible to work additional hours beyond regular shift, on short notice, and as needed due to operational necessity

•Must be able to read, write, fluently speak and understand the English language

•Have proficient computer skills

•Strong oral and written skills

•The ability to work well with others

•Demonstrate a strong initiative and be a self-starter

Please note: The description is intended to provide a brief overview of the position. It’s not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.

This position offers an opportunity to work in a dynamic airport environment, providing essential support for the smooth operation of airline services. If you have the required qualifications and are looking for a challenging yet rewarding role, we encourage you to apply for the Customer Service Agent position.

Benedum Airport Authority (BAA) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BAA complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Part-time

Pay: From $15.00 per hour

Expected hours: 15 – 30 per week

Benefits:

• On-the-job training

Shift:

• Rotating shift

Work setting:

• In-person

Work Location: In person