HNL Airport- Customer Service Agent

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Airport Customer Service Agent – customer service & ramp

Customer Service

Honolulu, HI

Station Manager

Non-Exempt

The Airport Customer Service Agent (Ramp) is our primary representative at our airport stations. Their primary responsibilities include all ramp duties; however, the incumbent will be cross‑trained to perform customer service activities, including greeting and checking in passengers, handling luggage, booking/re‑booking flights, and assisting with passenger loading/unloading.

• Ensuring FAA, Airline and airport regulations are followed
• Enforcing safety/security measures and protecting sensitive zones
• Creating and modifying reservations
• Checking in passengers; safely loading and unloading passengers
• Handling luggage weights of up to 70 lbs and monitoring luggage for size, quantity and weight
• Reviewing baggage tags for accuracy
• Providing information on arrival and departure times, boarding procedures, carry‑on regulations and seating arrangements
• Making announcements over a public address system
• Processing credit card payments
• Directing aircraft parking and dispatch on the ramp
• After training, towing aircraft to proper parking positions on the ramp
• Maintaining work area and mechanical equipment in proper order
• Any other duties assigned

This position does not directly supervise others.

• Excellent written and verbal communication skills
• Able to read, write and speak English effectively
• Able to maintain eye contact when speaking with customers
• Professional in appearance and manner
• Ability to learn, understand and communicate the terms of the company’s Contract of Carriage
• Courteous in all interactions
• Able to interact effectively with passengers, co‑workers and management
• Ability to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations
• Ability to diffuse stressful situations
• Detail‑oriented and self‑motivated

• High school diploma or equivalent

• Valid driver’s license and reliable transportation
• Computer skills – ability to learn reservation and phone systems, proficient with a PC
• Basic math abilities
• Ability to work within a 24/7 operation including holidays
• Ability to pass 10‑year background check and pre‑employment drug screen
• At least 21 years of age
• Authorized to work in the United States

• Prefer at least 1 year of prior customer service experience

Level 2:
Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.
Level 3:
Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

• Must be able to lift 70‑pound suitcase from the floor to 18 inches and carry 70‑pound suitcase in front of you with both hands for a distance of up to 25 feet
• Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time
• Must be able to stand for extended periods of time
• Must be able to work in all weather conditions and in confined spaces
• Must have sufficient vision and ability to safely perform the essential functions of the position
• Must be able to meet all physical requirements related to aircraft weight limitations before and during employment