Aviation Customer Support II

Aviation Customer Support II

Location: Anchorage, AK

Description:
The Ticket Counter Agent is responsible for providing exceptional customer service to 45,000+ passengers at the airport ticket counter. This includes assisting with ticketing, check-in, baggage handling, flight information, and resolving customer inquiries or issues in a professional and courteous manner.

Your responsibilities may include:

• Respond to inquiries related to aircraft, flight details, and various scheduling matters.
• Check baggage for the appropriate airport or camp destination and guide passengers to assigned gates for boarding.
• Make public address announcements regarding arrivals and departures.
• Prepare, print, and distribute manifests and boarding passes.
• Verify passenger identification in accordance with company requirements.
• Coordinate specialized law enforcement passenger authorizations (e.g., subpoenas, warrants).
• Maintain confidentiality of passenger manifests.
• Effectively communicate current information to flight crews, colleagues, Aviation Logistics Operations personnel, airport staff, North Slope Security offices, clients, and other company employees.
• Ensure management and affected passengers are promptly informed during any weather or mechanical delays.
• Notify management and relevant staff of any deviations by submitting Incident/Safety Reports. 
• Oversee safe and timely boarding and closing of flights.
• Provide support to passengers requiring commercial services at the airport.
• Liaise with other airlines during delays to facilitate passenger and baggage transfer and processing.
• Adhere to security protocols for passenger handling and airport facilities.
• Process claims related to lost, delayed, or damaged baggage.
• Store and properly dispose of abandoned items.
• Ensure the airport office and ticket counter area are maintained in a clean and professional manner.
• Create and maintain reports related to ticket counter operations.
• Develop documents pertaining to work processes and procedures.
• Provide general administrative support to the supervisor.
• Collaborate with staff, management, and airport personnel at all levels

Basic/Required:

• Must possess legal authorization to work in the United States as a U.S. citizen, national, or as an alien admitted for permanent residence, refugee, or asylee status.
• Minimum of three years of experience in an administrative position involving direct interaction with the public.
• At least three years of experience in a customer service-related capacity.
• Must currently hold, or be able to obtain, a state-issued Airport Secure Identification Display Area (SIDA) badge.
• Willingness and ability (with or without reasonable accommodation) to:
• Lift and move items weighing up to 70 pounds.
• Stand for extended periods.
• Work a flexible schedule, including all days and evenings of the week, weekends, and holidays, to align with flight schedules and established work guidelines.
• Work unscheduled overtime as required.

Preferred:

• Over 5 years’ aviation ticket counter/passenger service experience
• Familiar with Sabre, Apollo, Fast Air, or similar check-in systems
• Skilled in Excel, Word, PowerPoint
• Understanding of airport passenger services/North Slope operations
• Works independently in fast-paced environments
• Can follow simple instructions, correspondence, and memos
• Takes responsibility and ensures accountability
• Achieves goals through practical planning and execution
• Listens actively, welcomes feedback, and influences for positive results
• Builds trustworthy, collaborative relationships across teams