Arrival Customer Service Agent (TP)

Customer Service And Arrival Operational Agent

This position will support the Customer Service and Arrival operational functions for San Francisco, CA. Arrival Customer Service Agent will ensure there is clear verbal communication to assist passengers' during the operational offboarding process.

What You'll Do

1. Call G2 WCH

After briefing, contact G2 WCH at 415-656-7317

Provide:

Number of WCHs

Arrival gate

Flight arrival time

2. Gate Setup

Upon dispatch:

Set up extension poles

Take and send setup photo to Ops Group Chat

If gate occupied, update chat with:

Airline using gate

Estimated departure time

3. FIS Door

Open FIS door

Notify Ops Group Chat

4. Arrival Timeline Updates (real time to group chat)

Post:

Block-in time

Jetbridge attached

Door opened

1st/Last pax out, 1st/Last crew out

While waiting for last crew, inform pax of baggage carousel number

5. Baggage Claim Support

Go to Arrivals area

Assist with damaged or missing bags

Send photo(s) to Ops Group Chat

6. Left-Behind / Lost & Found Items

Follow baggage handling procedures

Log items in WorldTracer

Record in Lost & Found Excel log

Customer Service

1. Collaborating with airline teams and fellow agents to ensure smooth operations.

2. Delivering excellent customer service under pressure in a dynamic terminal setting.

3. Making clear announcements and providing directions.

4. Assisting Passengers at check-in counters.

5. Verifying travel documents and complying with airline and TSA protocols.