Customer Service Agent/Supervisor

D2 Government Solutions (D2GS) is currently seeking a qualified candidate for Customer Service Agent/Supervisor at our Manchester-Boston Regional Airport site location.

The Customer Service Agent serves as the face of the airline, offering a welcoming touchpoint for passengers at various stages of their journey. This role encompasses a broad spectrum of responsibilities aimed at enhancing passenger experience, from check-in and boarding to addressing inquiries and resolving any travel-related concerns. By providing timely and accurate information, you ensure travelers are well-informed and prepared for their flights, contributing to a smooth and efficient airport operation. Your ability to maintain composure under pressure and deliver service with a smile plays a significant role in shaping passengers’ perceptions of the airline, making their contribution essential for fostering customer loyalty and satisfaction.

Responsibilities

• Manage all operations and personnel in support of airline
• Confirm flight reservations
• Assist passengers on oversold flights and during irregular operations
• Perform passenger check-in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
• Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals and transportation; coordinate refuel and refresh
• Perform passenger boarding, including ticket lift and/or boarding pass lift/verification
• Operate gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria
• Operate jetways/bridges for purposes of boarding and deplaning passengers
• Make boarding and departure gate announcements
• Deliver domestic flight documents
• Perform passenger service flight close-out procedures
• Accept, check and tag passengers’ baggage at resolution centers, full-service ticket counters, and first class ticket counters
• Maintain timeline of flight boarding process
• Perform customer service on the job training
• Assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters
• Accept and activate passengers’ self-tagged bags at activation stations
• Assist customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors
• Perform customer service work associated with handling regional flights and contractor/ground handling agreements or contracts
• Have regular and predictable attendance on site, including satisfying any mandatory overtime requirements.
• Respond and assist during security and/or emergency situations
• Provide quality customer service in a professional manner and in accordance with guidelines.
• Adhere to company policies, procedures, and performance standards.
• Complete job-relevant trainings
• Adhere to government regulations (e.g. DOT, FAA, TSA)
• Use multiple internal resources/systems including during customer interactions
• Wear uniforms as required by company policy

Qualifications

• High school diploma or GED or international equivalent
• Must be 18 years of age or older
• Lift, load, unload, and transport bags and cargo to/from aircraft's, bag carts, and conveyor belts
• Must have knowledge of and ability to use basic computer skills
• People-oriented and highly motivated, with a positive and cooperative attitude
• Good communication skills
• Applicable valid driver’s license as required by local authorities
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• Ability to obtain jet bridge certification
• Must have the ability to pass background check

Preferred Qualifications

• Working knowledge of Sabre or any other Passenger Service System
• Previous face to face Customer Service experience
• Working in a fast pace environment

About D2 Government Services

D2GS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Visit us on the web at www.d2-gs.com to learn more.

D2Government Services provides aviation and administrative support services to various government agencies. Our aviation services include base operations, aircraft flight operations, maintenance, logistical support, training, range support, aerial imaging, and repair operations. We also provide a variety of administrative support services to include mail room, military transition assistance, training, clerical support for identification processing, medical support services, and other similar services.