Full-time & Part-time Positions Customer Service Agents (ONLY) employed by Trego Dugan Aviation Contractor at the Cincinnati/Northern Kentucky International Airport (CVG).

• Customer Service Agent Job Description 

  TREGO/DUGAN ΑVIATION

  TITLE: 

  Customer Service Agent 

  DEPARTMENT:: 

  Airline Services 

  REPORTS TO: 

  Station General Manager 

  APPROVED BY: 

  TDA HR 

  STATUS: Hourly/Non-Exempt 

  DATE: JANUARY 2022 

  General Purpose of Job:

  This position is responsible for providing total customer service to all people desiring to use customer or charter service by being attentive to their needs, politely handling their inquiries promptly, and completing the required transactions as noted below. Additional responsibilities include ramp, aircraft cleaning, operations and commissary duties as required. 

  Essential Duties and Responsibilities: 

  • The ideal candidate must be people oriented, highly motivated with a positive and friendly attitude 

  • Processing Customers tickets, checking baggage, monitoring carry-on baggage for size and quantity, and assigning seats 

  • Providing information on arrival and departure times, boarding procedures, carry-on regulations, and seating arrangements 

  • Handling denied boarding situations, soliciting volunteers, accommodating Customers and providing hotel, meal, and taxi 

  vouchers when appropriate 

  • Ensures FAA, Airline, and airport regulations are followed 

  • Enforces safety/security measures and protects sensitive zones 

  • Assists Customers with special needs, i.e., Customers who need assistance in boarding 

  • Ad hoc assignments as requested by the Lead or Supervisor 

  • Completing sales reports 

  • Excellent communication skills 

  • Able to read and write English; bilingual skills a plus 

  • Ability to work efficiently under time constraints 

  • Must be available to work varied hours including swing and graveyard shifts plus weekends and holidays 

  • Must be well groomed 

  • Other duties as assigned 

  Competency/Behavioral Requirements: 

  Be pleasant with others on the job and display a good-natured, cooperative attitude. Be reliable, responsible, and dependable, and fulfill obligations. Attention to Detail Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations Accept criticism and deal calmly and effectively with high stress situations be open to change (positive or negative) and to considerable variety in the workplace Willingness to take on responsibilities and challenges Be sensitive to others' needs and feelings and be understanding and helpful on the job Abiding to TDA and Airline policies and procedures, guiding oneself with little or no supervision, and depending on oneself to get things done 

  Physical Demands: 

  Must be able to carry 70-pound suitcase from the floor to 18 inches and carry 70 pound suitcase in front of you with both hands for a distance of up to 25 feet; must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time. Must have sufficient vision and ability to safely perform the essential functions of the position. 

  Work Environment: 

  Airport environment: Indoors and Outdoors. Extreme outdoor conditions where extreme temperature ranges may be encountered. 

  Other Requirements and Qualifications

  Education: High School diploma or equivalent Experience: Minimum two (2) years Customer Service experience or the equivalent in related training and/or experience Knowledge: Possess basic computer skills with the ability to type 25 wpm Position from which an employee could be promoted into this position: Aircraft Cleaner, Ground Operations Agent 

  Must be at least 18 years old. Must have a valid driver's license Must pass a ten (10) year background check and pre-employment drug test Must have authorization to work in the U.S. as defined in the Immigrations Act of 1986 Attend and successfully complete required training Read and write English. MUST be able to work a flexible schedule including nights, weekends and holidays