JOB SUMMARY

The MSP FT Customer Service Agent position is responsible for providing total customer service to all customers for both scheduled and charter service.

This position will be responsible for providing exceptional customer service at the ticket counter, passenger gate, and baggage areas.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides exceptional customer service to passengers through the Terminal to include ticketing, gate, and baggage
• Provide general information to passengers, such as directions and flight information
• Process tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats
• Provide information upon customer inquiries including arrival and departure times, boarding procedures, carry-on regulations, and seat assignments
• Handle denied boarding situations, solicit volunteers, re-accommodate customers and provide hotel, meal, and taxi vouchers, when appropriate
• Store unclaimed bags in Baggage Service Office until claimed or turned over to Baggage Operations
• Handle delayed baggage issues, ensuring a written report is completed and follows up with customers until the bag is located, or the file is sent to Baggage Operations
• Provide consequential expenses to applicable customers when there is a delayed bag
• Ensure delivery of baggage to the affected customer for late arriving or miss-loaded bags
• Trace loaner wheelchairs, car seats, etc.
• Assist with lost and found articles
• Enforce safety / security measures and monitor sensitive safety zones
• Ensure compliance with FAA, Sun Country, and airport regulations
• Any other duties assigned by management

SUPERVISORY RESPONSIBILITY

None

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Previous customer service experience
• Effective communication skills, both written and verbal
• Ability to work efficiently under time constraints
• Ability to work a flexible schedule including nights, weekends, and holidays

PREFERRED SKILLS

Previous airline customer service experience

WORK ENVIRONMENT

This job operates in an airport terminal. The noise level in the work environment is usually moderate but may become high at various times.

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand;

walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl.

The employee must frequently lift and / or move up to 60 pounds and occasionally lift and / or move up to 100 pounds. This position will be required to occasionally push / pull up to 300 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

ADDITIONAL NOTES

Must be able to obtain an MSP SIDA badge with a CBP Seal.

AAP / EEO STATEMENT

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Last updated : 2024-04-27