Passenger Service Agent

2 weeks ago

Richmond, Canada Horizon Air Full time

**Company** Horizon Air

**The Team**

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

**Role Summary**

The Passenger Service Agent is responsible for assisting guests with travel needs by responding to guest inquiries and resolving complaints, and performing various tasks in baggage, ticketing, check-in and boarding flights. This is a union represented position.

**Key Duties**
- Assist guests with travel needs (e.g., answering inquiries, baggage, ticketing, checking-in passengers and boarding flights).
- Ensure cabin accommodations.
- Assists with mishandled guests as a result of oversold flights, delayed or cancelled flights, lost, delayed or damaged luggage.
- Evaluate and prepare flights by arranging seat assignments, directing guests, making announcements using a PA system processing upgrades and standby requests.
- Process and secure guest luggage. Enters and maintains delayed or damaged luggage claims using a data entry system.
- At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction.
- Performs other duties as assigned.

**Additional Details**

Our tattoo policy for this role is the following: No visible tattoos on face, front of neck, or chest. One tattoo the size of a quarter or smaller allowed per hand. Tattoos in other areas cannot be larger than a credit card or offensive. Employees can have one tattoo per arm/leg/foot/back of neck/behind each ear. Tattoos on the back of neck and behind the ears are only permitted if they’re not visible when looking directly at a person. Tattoos may only be covered with a uniform piece or approved jewelry/watch (covering with makeup is not allowed).

**Job-Specific Experience, Education & Skills**

**Required**
- Strong written and verbal communication skills.
- Ability to juggle multiple tasks in a fast-paced environment.
- Ability to obtain and maintain a valid passport allowing unrestricted travel to and from the U.S. at the time of applying.
- Ability to learn and operate a computerized reservation system.
- Typing speed of at least 25 WPM.
- Ability to consistently lift 23 kilograms.
- Must be able to stand for long periods of time.
- Must be able to bend, stoop, squat, reach and grasp.
- Ability to perform basic mathematics.
- Ability to work a flexible schedule including nights, weekends and holidays.
- Ability to participate in paid training that may require overnight travel.
- Ability to communicate in English.
- High school diploma or equivalent.
- Minimum age of 18.
- Must be authorized to work in Canada.

**Preferred**
- A minimum of 1 year of customer service or community service experience.

**Airport SIDA Badge Requirements**

Important update for non-crew employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review theSIDA Badge Requirementsdocument for a comprehensive overview.

**Job-Specific Leadership Expectations**

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

**Starting Rate**

CAD $18.01/Hr.

**Employment Type** Part-Time

**FLSA Status** International

**Regular/Temporary** Regular

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