Bilingual Passenger Service Lead - Spanish Speaking

Job Description:

Are you a detail-oriented problem solver who focuses on outstanding customer service? Then let your career take off with Alliance Ground International (AGI) as a Passenger Service Lead!

AGI is an aviation services company operating in more than 62 cities across North America. We employ over 13,000 people servicing nearly 300 airline customers every day! Our aviation roots span more than 50 years and our strong reputation in ground services and hospitality are the foundation of our success. We are committed to providing the highest level of quality service and continuing our track record of outstanding safety. As we continue to grow, we are looking for only the best in the industry.

Summary: The Passenger Service Lead oversees and coordinates the day-to-day operations of the passenger service team. This role ensures excellent customer service, efficient check-in, boarding processes, and smooth coordination between departments to enhance the overall passenger experience at the airport. Essential Duties and Responsibilities include but are not limited to the following:

• Supports and promotes the local implementation of the SSQMS by following all policies and procedures.
• Supervise, train, and mentor a team of passenger service agents, ensuring high standards of customer service and operational efficiency.
• Oversee passenger check-in, ticketing, boarding, and baggage handling processes to ensure accuracy and timeliness.
• Handle escalated passenger issues and complaints, providing solutions and maintaining a positive customer experience.
• Coordinate with other departments, including ramp and security, to ensure seamless passenger flow and service delivery.
• Monitor team performance, report on KPIs, and ensure adherence to safety, security, and company policies.
• Provide support in handling special requests, VIP passengers, and irregular operations.
• Ensure that all operational procedures comply with aviation regulations and company standards.

Requirements:

• Must be fluent in both the English and Spanish language.
• Must be able to read/write/speak English and Spanish.
• Must have at least six months experience in the SABRE GDS system.
• Must be authorized to work in the United States.
• Must be able to obtain a SIDA badge.
• One+ year(s) of airline experience is preferred.

Physical Requirements:

• Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Must be able to stand for extended periods of time.
• Must be able to carry heavy items up and down jetway stairs.
• Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.

20.00 per hour

In addition to these requirements, you must be legally authorized to work in the United States and able to provide acceptable documentation to satisfy U.S. Customs and Border Protection and Transportation Security Administration security requirements.

For reference, a list of acceptable documents can be found on the U.S. Citizenship and Immigration Services website: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents.

AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few.

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.