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Passenger Services Agent
Worldwide Flight Services (WFS)Passenger Services Agent supporting travelers, baggage, ticketing, and airfreight operations for WFS at Albany Airport. Processing reservations, claims, shipments, and flight documentation.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within airport operations, including ticketing, reservations, and baggage handling. Proficient in maintaining compliance with airport regulations and providing efficient support for passenger needs.
Highest-signal resume keywords
Customer Service ExperienceTicketing And Reservations KnowledgeBaggage Claims ProcessingAirfreight Documentation KnowledgeAirport Security Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TicketingReservationsFare CalculationBaggage HandlingData EntryAirfreight Inventory ManagementLost-And-Found ProceduresFlight DocumentationBasic Computer ProficiencyManual Dexterity
Soft Skills
Strong Verbal CommunicationStrong Written Communication
Certifications & Qualifications
High School Diploma Or GEDAirport Security Badge
Industry Keywords
Airport OperationsAirline IndustryLogisticsInternational ShippingCompliance With Airport Regulations
About the role
Key responsibilities & impact- Make reservations, issue tickets and itineraries, and compute passenger fares
- Handle baggage check-in, excess baggage charges, and general travel information
- Assist passengers at boarding gates, validate tickets, and process boarding procedures
- Manage reservations, standby travelers, and luggage arrangements
- Determine flight close-out times and complete flight documentation
- Handle post-departure procedures, invalidate tickets, and finalize reports
- Conduct lost-and-found activities, trace lost articles, update passengers, and return found items
- Process lost or damaged baggage claims, settle minor claims, and forward larger claims
- Receive and process domestic and international airfreight shipments, including routing, rates, and documentation
- Maintain accurate airfreight inventory records across warehouse, dispatch, and delivery processes
- Ensure compliance with site security protocols and report breaches or suspicious activities
- Provide customer service for airport and passenger operations, supporting operational efficiency
Requirements
What you’ll need- High school diploma or GED equivalent
- At least 1 year of experience in customer service or a related field
- Ability to work varied shifts, including weekends, holidays, and nights
- Strong verbal and written communication skills
- Ability to lift and handle baggage weighing up to 50 lbs
- Basic computer proficiency, including data entry and use of relevant software
- Completion of recurrent training as assigned
- Ability to obtain and maintain an airport security badge
- Ability to read, write, and speak English
- Preferred: previous airport, airline, or logistics experience
- Preferred: knowledge of ticketing, reservations, and fare calculation systems
- Preferred: lost-and-found or baggage claims experience
- Preferred: familiarity with airport regulations and procedures
- Preferred: international shipping and airfreight documentation knowledge
- Preferred: proficiency in a second language
- Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly and occasionally up to 75 lbs
- Ability to work in varying weather conditions, confined spaces, noisy environments, and airport or warehouse settings
- Ability to stand, walk, bend, kneel, stoop, climb stairs, and remain on feet for extended periods
- Manual dexterity for documents, computers, and two-way radios
- Clear vision and hearing for monitoring flight information, assisting passengers, and safety compliance
Benefits
Comp & perks- Access to pay in advance through the DailyPay app
- Flight benefits
- Paid training
- On-the-spot awards through the Awardco Platform, including gift cards and more
- Multiple medical care options for full- and part-time employees
- Travel discounts
- Pet insurance
- Discount shopping
- Wellness programs
- Opportunities for internal mobility and transfers