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Aviation Customer Support II

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Doyon

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Location:
United States , Anchorage, Alaska

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Ticket Counter Agent is responsible for providing exceptional customer service to 45,000+ passengers at the airport ticket counter. This includes assisting with ticketing, check-in, baggage handling, flight information, and resolving customer inquiries or issues in a professional and courteous manner.

Job Responsibility:

  • Respond to inquiries related to aircraft, flight details, and various scheduling matters
  • Check baggage for the appropriate airport or camp destination and guide passengers to assigned gates for boarding
  • Make public address announcements regarding arrivals and departures
  • Prepare, print, and distribute manifests and boarding passes
  • Verify passenger identification in accordance with the requirements
  • Coordinate specialized law enforcement passenger authorizations (e.g., subpoenas, warrants)
  • Maintain confidentiality of passenger manifests
  • Effectively communicate current information to flight crews, colleagues, Aviation Logistics Operations personnel, airport staff, North Slope Security offices, clients, and other company employees
  • Ensure management and affected passengers are promptly informed during any weather or mechanical delays
  • Notify management and relevant staff of any deviations by submitting Incident/Safety Reports
  • Oversee safe and timely boarding and closing of flights
  • Provide support to passengers requiring commercial services at the airport
  • Liaise with other airlines during delays to facilitate passenger and baggage transfer and processing
  • Adhere to security protocols for passenger handling and airport facilities
  • Process claims related to lost, delayed, or damaged baggage
  • Store and properly dispose of abandoned items
  • Ensure the airport office and ticket counter area are maintained in a clean and professional manner
  • Create and maintain reports related to ticket counter operations
  • Develop documents pertaining to work processes and procedures
  • Provide general administrative support to the supervisor
  • Collaborate with staff, management, and airport personnel at all levels

Requirements:

  • Must possess legal authorization to work in the United States as a U.S. citizen, national, or as an alien admitted for permanent residence, refugee, or asylee status
  • Minimum of three years of experience in an administrative position involving direct interaction with the public
  • At least three years of experience in a customer service-related capacity
  • Must currently hold, or be able to obtain, a state-issued Airport Secure Identification Display Area (SIDA) badge
  • Willingness and ability (with or without reasonable accommodation) to: Lift and move items weighing up to 70 pounds
  • Stand for extended periods
  • Work a flexible schedule, including all days and evenings of the week, weekends, and holidays, to align with flight schedules and established work guidelines
  • Work unscheduled overtime as required

Nice to have:

  • Over 5 years’ aviation ticket counter/passenger service experience
  • Familiar with Sabre, Apollo, Fast Air, or similar check-in systems
  • Skilled in Excel, Word, PowerPoint
  • Understanding of airport passenger services/North Slope operations
  • Works independently in fast-paced environments
  • Can follow simple instructions, correspondence, and memos
  • Takes responsibility and ensures accountability
  • Achieves goals through practical planning and execution
  • Listens actively, welcomes feedback, and influences for positive results
  • Builds trustworthy, collaborative relationships across teams
What we offer:
  • Medical Coverage: Comprehensive Federal Employee Health Benefits (FEHB), including medical, dental, and vision plans
  • Retirement Savings: 401(k) retirement plan with up to 4% company match
  • Insurance Protection: Includes short-term and long-term disability, life insurance, and optional supplemental coverage
  • Employee Assistance Program (EAP): Access to free counseling and support resources
  • Paid Holidays: Observance of all major federal holidays
  • Flexible Spending Accounts (FSAs): Options for health and dependent care expenses

Additional Information:

Job Posted:
February 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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