Ticket Agent

Summary/Objective
Assist passenger with the check in process reservations, ticketing, baggage processing, terminal/gate check-in, handle customer complaints and other duties as assigned.

Essential Functions

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

• Inspect and verify passenger documentation.
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.
• Manage passenger baggage processing including handling and fee calculation if applicable.
• Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance.
• Assist in the boarding process.
• Comply with all federal, state, municipal, airport authority and carrier security requirements and Airline/MGS SOPs and policies.
• Operate equipment to include the jet way, computer keyboards, and carrier specific reservation/ ticketing software.
• Other duties as assigned.

Competencies

• Stress Management
• Ethical Conduct
• Good Communication
• Customer/Client Focus

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates at an airport setting (inside terminal).

Physical Demands

This position is very active and requires stand or walk constantly (for up to an entire shift) on various surfaces (tile, concrete, carpet). Occasionally bend/twist at waist/knees/neck, pulling and pushing to perform various duties. The employee occasionally lift and/or move up to 70 pounds or more.

Position Type and Expected Hours of Work

This is a full-time or part-time position. Days and hours of work varied from Monday through Sunday, with different shifts (service provided to customers is 24/7).

Travel

No travel is expected for this position.

Required Education and Experience

Additional Eligibility Qualifications

• Must exhibit exceptional customer service

• As a condition of employment, employee must successfully complete a background investigation.
• Must be able to read, write and speak English.

• Ability to follow processes and procedures and apply flexible approach when required
• Must be able to type and learn airline specific computer reservation/ ticketing software
• Must be able to read and understand all operating and airport procedures and instructions.
• Must be able to handle pressure of working with high volume general public (constantly to occasionally depending on assignment)

Security Clearance (if applicable)

Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Other Duties