Passenger Service Supervisor

Job Description From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Supervisor you’ll ensure our traveling customers are kept well-informed and are in the right place at the right time. Follow safety, security, and airline‑specific procedures, and put customers’ needs at the heart of everything you do. This is a customer‑facing role with a goal of providing first‑class service to each traveler we encounter. If you are friendly, outgoing, and focused on outstanding customer service, let your career take off with AGI as a Passenger Service Supervisor. Job Responsibilities Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns. Make recommendations to management on staffing decisions, including hiring, discipline and termination. Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads. Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey. Always ensure safety and security is never compromised. Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate. Make and assist with reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges. Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, and prepare and maintain required records and reports of lost and found activities. Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information. Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when en‑planing and de‑planing passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers’ reservations, standbys, and their luggage. Determine flight close‑out time and prepare, complete, and check various flight forms for accuracy and complete post‑departure procedures. Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors. Follow procedures for passengers with regards to the acceptance of Dangerous Goods. Safety, Security and Compliance All AGI Team members have a responsibility and duty while at work to: take reasonable care for the health, wellbeing, safety, and security of themselves and others; cooperate with managers to comply with legal requirements; not interfere with company resources; inform managers of any work situation that represents a danger; report hazards, near misses, incidents, accidents, or dangerous occurrences; conduct work in accordance with training and safety procedures; understand AGI Health & Safety and Security policies; attend required training courses. Physical Requirements Must be able to lift, carry, push, pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces. Must be able to stand for extended periods of time. Must be able to carry heavy items up and down jetway stairs. Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment. Knowledge, Skills, and Abilities Leadership : Encourage teams of agents and leads to complete shift tasks in a timely and professional manner. Appearance : Willing to wear uniform and insignia as prescribed by AGI; personal appearance and grooming present a favourable corporate image. Good communication skills : Communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew; answer repetitious questions from passengers in a friendly, outgoing manner; speak and be understood in giving directions or information to passengers verbally and/or via overhead announcement systems. Computer skills : Use computer systems daily. Critical thinking skills : Troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc. Basic math skills : Process payment transactions for flight/seat upgrades, excess baggage fees, etc. Time management skills : Manage time effectively to complete tasks efficiently in a fast‑paced environment. Qualifications At least 18 years of age and possess a high school diploma, GED, or work experience equivalent. If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001. Must complete SIDA training to obtain airport authority identification security. Preferred Qualifications One+ year of relevant experience. Airline experience preferred; previous face‑to‑face customer service experience a plus. Benefits Paid vacation and medical/dental/vision for full‑time qualified employees. Medical coverage for part‑time employees. Free uniforms and on‑the‑job training to all employees. Company‑matched 401(k) program. Company‑paid employee assistance program. Voluntary life insurance. Travel discounts on car rentals, hotels, and cruises. Equal Opportunity Employer Alliance Ground International is an equal opportunity employer and celebrates diversity. We are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. #J-18808-Ljbffr