Lead Passenger Service Agent

Hourly Wage

ISS offers a competitive compensation package including Benefits, Paid Time Off, and a starting hourly salary of $15.00 per hour - $16.00 per hour.

Work Hours

The work hours for this position are approximately 12:30 pm - 5:30 pm Mon-Fri.

Key Purpose

The Lead Passenger Service Agent is responsible for daily management and organization of passenger service operation. This position will act as the onsite supervisor for all Passenger Services Supervisors at the site.

Success Criteria

• Comply with safety rules, policies and procedures set forth by ISS Facility Services, Customer Airline, Airport Authorities, and U.S. Customs
• Perform work assignments in a team with other employees
• Maintain clean work area
• Follow all company procedures, policies, and rules
• Take direction and respond to supervision
• Communicate with the lead, supervisor, co-workers, managers, and customers professionally
• Understand customer service and satisfaction
• Understand reporting systems and the environment
• Meet with customer on a regular basis
• Responsible for the preparation of the flight
• Ensure staff meet uniform standards
• Present a professional appearance and conduct
• Record flight information for billing reconciliation
• Submit shift reports
• Assist with operation where needed
  
  

Key Areas of Collaboration and Influence

• A solid commitment to the guest experience
• Always remember safety first
• Being available during audits from customer airline and internal
• Mentoring new hires through OJT
• Understand and record employee availability
• Ensure counter set up meets customer requirements
• Operate a jet bridge
• Work directly with customer during Station Emergencies
• Cash handling and recording
• Assign duties to agents
• Ensure aircraft doors closed, and jet bridge pulled no later than 5 minutes before STD
  
  

Ideal Candidate Experience

• Must have at least (1) year previous supervisory experience
• Must be able to provide “hands on” oversight and direction to passenger service agents
• Must be proficient in reading, writing, and speaking English
• Must be able to clear/satisfy all background checks and other security requirements for obtaining clearance to the facility at which work is to be performed
• Must be able to communicate effectively with subordinates, customer representatives and upper management
• Must be proficient at performing administrative tasks associated with the direction of the above referenced workforce, scheduling, and completion of work to be performed
• Must be able to demonstrate good judgment and the ability to conduct oneself in a professional manner
• Previous experience in a union environment preferred
  
  

Physical Demands & Work Environment

• Frequent exposure to moving mechanical parts
• Outside weather conditions
• Occasional exposure to wet and/or humid conditions. Lifting and carrying up to 50lbs
• Bending and twisting
• Standing for duration of shift
• Hearing Protection is required while on the ramp
  
  

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.