Airport Agent

Summary

Join Breeze Airways as an Airport Agent, supporting both airport stations during peak seasons and the Guest Empowerment team remotely during off-peak seasons. You will provide exceptional customer service to Breeze guests, assisting with check-in, baggage, and other airport needs. Remote work involves digital communication, empowering guests to use the Breeze app and website. The role demands strong communication, problem-solving, and the ability to remain calm under pressure. This is a part-time position with varying pay rates depending on location (airport or remote). Breeze offers a variety of benefits, including health savings accounts, 401k, and generous PTO.

Requirements

• High School Diploma or General Education Development (GED) Diploma
• Two (2) years of customer service experience
• Be willing to work at the airport during peak seasons and then also working remotely during off-peak season
• Excellent writing skills with an emphasis on grammar & spelling
• Excellent reading comprehension
• Basic proficiency with Microsoft Office 365
• Must pass assessments which demonstrate basic computer, typing, communication and customer service skills
• Multi-channel customer engagement experience (i.e. SMS, chat, email, and other messaging channels)
• Must pass new-hire training
• Provide regular verification of high-speed internet with minimum speeds of 5Mbps up and down
• Able to complete multi-factor authentication and connect to VPN to access Breeze systems
• Provide a safe and professional office work environment within residence, free from background noise and distraction when working remotely
• Perform Team Member in Charge administrative functions on rotation
• Willing to travel to Breeze Headquarters in Salt Lake City, UT for meetings and trainings as needed (travel to be arranged as needed by Breeze)
• Reside within 25 miles of the RSW Airport
• Have reliable transportation
• Strong attention to detail, organization, and time management skills
• Self-starter with a positive attitude and strong desire for success
• Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary including Breeze’s confidential reporting systems: Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)
• Potential need to be available to respond on short notice as occasional mandatory overtime may be required to support irregular operations
• Be willing to work with a station trainer to learn how to operate a jetway up to and away from parked aircraft
• Ability to showcase exceptional customer service abilities to all clientele
• Must be able to walk, climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods
• Must be able to lift, carry, push, pull and move items of 70 pounds or more on a regular basis
• Must be able to communicate by radio and other devices
• Must be able to observe, judge distances, identify surroundings, hazards, aircrafts and equipment
• Able to work in extreme conditions, such as hot and cold weather, as well as small spaces
• Eligible to receive appropriate security clearances after satisfactory completion of a criminal background check
• Flexible schedule allowing work during nights, weekends, and holidays. Some shifts may require extended hours to meet business needs
• Legally eligible to work in the country in which the position is located
• Must be at least 18 years of age

Responsibilities

• Provide Breeze Guests at the airport with a Seriously Nice experience during check-in and boarding
• Greet and assist Guests at airport arrival with check-in checking bags, and supporting needs at ticket counter through digital channels and standard airport processing methods
• Handle all aspects of ticketing and check-in by operating a computerized system. System usage includes boarding, baggage service, reservations, and resolving related complaints and problems
• Work at the gate during the boarding process, gate checking bags
• Assist Guests with wheelchairs through all areas of the airport including terminal and gate areas
• Operate jetbridges and open and close the main cabin door of the plane
• Assist ramp agents to ensure that wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to Guests upon arrival
• Direct Guests through Customs, Immigration, Quarantine, and other points in a Federal Inspection Station
• Commit to regular attendance and punctuality
• Commit to working safe and in full compliance with all work rules, regulations, policies and procedures
• Communicate with Guests through a digital-first contact approach, but also telephone communication as needed
• Work with multiple Guests at the same time
• Work in multiple programs and on multiple screens simultaneously
• Empower Guests to use the Breeze app and website to make flight reservations, itinerary changes, manage their account and get answers to their questions
• De-escalate frustrated Guests by remaining calm under pressure, focusing on solutions, communicating clearly in writing, and maintaining a positive attitude
• Engage in continuous and concurrent virtual conversations offering solutions and information for empowering Guests through their Breeze experience
• Kindly and patiently resolve Guests’ concerns by researching systems to find the root cause of Guests’ technical difficulties
• Commit to regular attendance and punctuality
• Attend virtual on-camera meetings
• Work independently and as part of a team
• Complete Behind-the-scenes tasks to ensure Guests reservations are complete and accurate
• Recommend improved processes to improve the overall Guest Experience though the spirit of ingenuity and integrity
• Offer peer-to-peer feedback, to contribute to the development of a growing team environment
• Mentor others as their skillset expands
• Stay up to date on new product releases and participate in educational opportunities to deliver excellence in the role
• Assist our team of Baggage Specialists with resolving guest baggage claims, concerns, and questions
• Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence
• Complete other duties as assigned

Preferred Qualifications

• Previous airline experience
• Previous contact center experience
• 4-year degree
• Proficient and quality written communication at 65 WPM
• Bi-lingual (English and Spanish)
• Navitaire PSS experience
• Gladly experience
• High-speed internet with recommended speeds of 25Mbps up and down
• When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the Breeze culture, that is, exhibit the Breeze values
• Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Lifting up to 100 pounds occasionally, 50 pounds frequently
• Live and promote Breeze’s core Values and Vision

Benefits

• Health Savings Account with Breeze Employee Match
• 401K with Breeze Employee Match
• Generous PTO
• Travel on Breeze and other Airlines too!