Airport Customer Service Representative

If you have ever been to the airport you have probably seen Airport Customer Service Representative personnel helping folks in a variety of ways. If you were to get a job in this role you might find yourself helping travelers find their way in a busy airport or you might work for one of the concession locations at the food court or in one of the many shops at the airport. You might also work for one of the airlines and serve as a customer rep for the airline aiding their passengers with questions, directions and aid.

Quick Facts: Airport Customer Service Representative
2010 Median Pay*$30,460 per year
$14.64 per hour
Entry-Level Education*High School Diploma or Equivalent
Work Experience in a Related Occupation*None
On-the-job Training*Short Term
Number of Jobs, 2010*2,187,300
Job Outlook, 2010-20*15%
Employment Change, 2010-20*388,400
*Data provided for Customer Service Representatives in all industries.

What Airport Customer Service Representative Do:

Airline customer service agents provide passenger assistance at the ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.

How to Become an Airport Customer Service Representative:

A high school diploma or equivalent is required, previous customer service experience is preferred. Specific training is done on the job.

Job Outlook for Airport Customer Service Representatives*:

The employment outlook for General Office Clerks is projected to grow by 15% from 2010-2020.

Airport Customer Service Representative Job Description:

Airport Customer Service Reps provide a variety of services.

Airport customer service representatives are responsible for providing passenger assistance at ticket counter and gate area, working on the phone and in person to provide information about travel plans for customers. This could involve giving the customer information about arrival and departure times, reserving tickets with a particular airline, and a wide variety of other topics. These representatives work with a company’s computer system to accomplish their work. Customer service reps are responsible for greeting passengers, guiding them to the proper terminal, explaining airport regulations, and asking for volunteers to take a later flight when one has been overbooked

This is a Non-Exempt position.

Essential Duties and Responsibilities:

• Assists passengers with check-in procedures, including tagging baggage and issuing boarding passes
• Sells tickets, processes ticket changes, creates and books reservations.
• Ensures FAA, Company and airport regulations are followed.
• Enforces safety/security measures and protects sensitive zones.
• Facilitates the passenger boarding process.
• As directed, implements standard procedures during overbooked, irregular flights and denied boarding situations. Solicits volunteers to free up seats, re-accommodates passengers by booking alternative flights and provides travel vouchers.
• Logs in tickets and completes sales reports
• Performs other related duties as required.

Knowledge Skills and Abilities Required:

• High School Diploma or equivalent.
• Excellent telephone and customer service skills.
• Ability to communicate both verbal and written.
• Proficient in computer operations (internet, email, Microsoft Word).
• Knowledge of radio procedures and protocols preferred.
• Prior experience working in customer service preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will bend, sort, and reach to both ground level an overhead as required for such tasks as filing; lifts, carries, pushes and pulls up to 25 pounds; holds and grips objects; subject to sitting and standing for long periods of time; must possess ability to operate a computer keyboard.

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