Lead Passenger Service Agent

QUALIFICATIONS

EDUCATION

AND EXPERIENCE

Must be 18 years or older Six (6) months of experience relevant to the role (i.e., cabin cleaning, ramp or counter services) Excellent customer service and conflict-resolution skills. Ability to work under pressure in a fast-paced, high-visibility environment. Must have a valid driver's License (Varies on location) Must submit to and pass a drug screen Must meet all requirements to obtain an airport SIDA badge and Customs Seal (if applicable), including successfully completing a background check and ten-year work history. Must have a reliable mode of communication and transportation

PREFERRED EXPERIENCE

Experience in a lead, senior agent, or shift coordinator role

PERSONAL AND PHYSICAL REQUIREMENTS

Treat all information as confidential. Possesses the tact to deal with situations at all levels, client representatives, employees, and the public. Must be able to sit, stand, lift, and bend throughout shift. Actively participate in the Safety Management System (SMS) Must be willing and able to work in various climatic conditions including extreme heat and cold (over 100 to below 0), including high winds, rain, ice, and snow. Must be willing and able to cope with various non-routine situations, including, but not limited to, early/late flights, weather and mechanical delays, and passenger assistance, including accommodation/re-accommodation. Must pass pre-employment and random drug tests. Must be able to read, understand, and carry out instructions in English. Must meet requirements to obtain a security-sensitive identification badge. Must be able to direct in English verbally. Must be a citizen of the United States or possess the necessary authorization from the Immigration and Naturalization Service (INS). Be able to resolve problem situations with passengers when necessary.

PERFORMANCE RESPONSIBILITIES

Lead and coordinate the work of airport agents across assigned areas (gates, ramp, ticket counter, baggage, or customer service). Monitor flight activity and adjust staffing or task assignments to maintain on-time performance. Assist with gate changes, irregular operations (IROPs), delays, cancellations, and passenger disruptions. Ensure compliance with airport, airline, TSA, and company policies. Conduct opening/closing duties and complete required logs and reports. Serve as the point of contact for escalated passenger issues and resolve concerns professionally. Provide guidance to agents to ensure consistent, high-quality customer interactions. Coordinate special service requests (wheelchair passengers, UMNRs, VIPs, etc.). Ensure agents follow all safety protocols, ramp procedures, and security regulations. Participate in safety briefings, audits, and corrective action follow-up as needed. Identify potential hazards and report them immediately. Support onboarding and on-the-job training for new agents. Provide real-time coaching, feedback, and task direction to staff. Assist supervisors with shift schedules, attendance tracking, and performance input. Relay operational updates, gate assignments, flight information, and airline communications to staff. Work with station management, airline representatives, ground handlers, and airport partners to resolve issues. Perform other duties as requested