Job Description

Cross-Utilized Agent

Location: TDA AGH Airport Operations

Employment Type: Full-Time

Schedule: This is a dynamic, active role supporting live flight operations across both the terminal and the ramp. Shifts include days, evenings, nights, weekends, and holidays. Hours vary based on flight schedules and may fluctuate seasonally.

General Purpose Of The Job:

At TDA AGH, our Ground Service Agents are the backbone of every successful flight. In this versatile, fast-paced role, you will deliver outstanding customer service to passengers using commercial and charter services while also supporting ramp operations, aircraft turnaround, and ground service activities. From the ticket counter to the tarmac, you will play a hands-on role in keeping the operation running safely and on time. If you are a people person who thrives under pressure, takes pride in doing the job right, and wants to grow in the aviation industry, this is your opportunity.

Essential Duties And Responsibilities:

• Process customer tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats.
• Provide accurate information on arrival and departure times, boarding procedures, carry-on regulations, and seating arrangements.
• Handle denied boarding situations professionally solicit volunteers, accommodate displaced customers, and issue hotel, meal, and taxi vouchers as appropriate.
• Ensure strict compliance with FAA, airline, and airport regulations at all times.
• Enforce safety and security measures and protect sensitive operational zones.
• Assist customers with special needs, including those requiring support during boarding.
• Load and unload baggage and cargo on and off aircraft safely and efficiently.
• Marshal aircraft to and from gates; assist with aircraft pushback procedures.
• Perform aircraft interior cleaning and commissary duties as required.
• Communicate effectively with team members and other departments using a two-way radio.
• Complete all required training.
• Only complete tasks for which you are fully trained.
• Report any safety hazard or incident immediately to your supervisor.
• Other duties as assigned by the Station Leader.

Requirements And Qualifications:

Required:

• High school diploma or equivalent.
• Must be at least 18 years of age.
• Must possess a valid driver's license.
• Must be able to read and write English.
• Must pass a 10-year background check and pre-employment drug test.
• Must have or be able to obtain authorization to work in the U.S. as defined in the Immigration Act of 1986.
• Must have open availability, including nights, weekends, and holidays.
• Must successfully attend and complete all required training.

Preferred:

• Prior customer service, hospitality, or airline/airport industry experience.
• Experience in a physically demanding or outdoor work environment.
• Bilingual or multilingual skills strongly valued.
• Familiarity with airline reservation or check-in systems (e.g., Sabre, Amadeus, or similar).

Work Environment:

Airport environment both indoors and outdoors. Agents are exposed to a full range of weather conditions, including extreme heat, cold, rain, and wind. The ramp is a high-activity area with aircraft, vehicles, and equipment operating in close proximity. Subject to constant noise, jet exhaust, and fumes. Personal protective equipment is required and provided.

Physical Requirements:

• Must be able to push, pull, and lift up to 70 lbs. continuously throughout the shift.
• Must be able to carry a 70-pound suitcase from the floor to 18 inches, and carry a 70-pound suitcase with both hands for a distance of up to 25 feet.
• Must have the physical dexterity to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, and twisting, and sustaining those positions for extended periods.
• Must be able to work effectively in extreme outdoor conditions and a high-pressure, time-sensitive environment.
• Must have sufficient vision and physical ability to safely perform all essential functions of the position.

Key Competencies:

• Customer Focus: People-oriented and genuinely attentive to passenger needs; friendly, professional, and composed in all interactions.
• Safety First: Consistently follows all safety regulations, uses PPE correctly, and reports hazards immediately no shortcuts on the ramp or in the terminal.
• Reliability & Accountability: Dependable, punctual, and self-directed; follows through on responsibilities with little or no supervision.
• Composure Under Pressure: Maintains a calm, positive demeanor in fast-paced, high-stress situations, including irregular operations and weather events.
• Attention To Detail: Handles baggage and customer transactions carefully; follows procedures with precision.
• Teamwork: Works cooperatively with customer service staff, ramp crews, and airline partners to deliver a seamless operation.
• Adaptability: Open to change and varied tasks; ready to support wherever the operation needs it counter, gate, or ramp.

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