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Agent Passenger Service Assistant (Newark, New Jersey, US)

Worldwide Flight Services (WFS) • Agent Passenger Service Assistant (Newark, New Jersey, US) • 1w ago

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Passenger Service Assist Agent provides dedicated mobility assistance to passengers who require wheelchairs, ensuring safe and comfortable movement throughout the airport. This includes escorting passengers to and from check-in, security, gates, baggage claim, and other airport facilities, as well as assisting with boarding and deplaning the aircraft. Agents offer support with baggage handling, provide clear directions, and answer general inquiries while maintaining a high level of courtesy and care. Responsibilities also include adhering to safety and security protocols, responding promptly to passenger needs, and ensuring every traveler experiences a smooth journey.

Responsibilities

Escort passengers in wheelchairs to and from check-in counters, security checkpoints, boarding gates, baggage claim, and airport exits.
Assist passengers with boarding and deplaning the aircraft, coordinating with flight crews when necessary.
Provide baggage support, including carrying, checking, and retrieving luggage as needed.
Offer guidance and directions to airport facilities such as restrooms, dining areas, and ground transportation.
Respond to passenger inquiries with professionalism, courtesy, and empathy.
Ensure compliance with TSA, airline, and airport safety and security protocols.
Remain attentive to passenger needs, prioritizing dignity, comfort, and safety at all times.

Minimum Requirements

High school diploma or equivalent.
Must be 18.
Ability to push, pull, and maneuver passengers in wheelchairs safely and effectively.
Ability to lift and carry baggage or personal items up to 50 pounds.
Strong customer service and interpersonal skills with the ability to communicate clearly and respectfully.
Ability to stand and walk for extended periods throughout the work shift.
Flexibility to work irregular hours, including nights, weekends, and holidays.
Must pass required background check(s), security clearance, and drug screening.

Preferred Skills

Previous experience in customer service, hospitality, healthcare, or airport operations.
Multilingual skills to assist diverse passenger populations.
Familiarity with TSA, FAA, or airline regulations.
Experience assisting individuals with reduced mobility or special needs.
Demonstrated ability to remain calm and professional in fast-paced or stressful environments

Physical Requirements/Working Conditions

Ability to push and maneuver passengers in wheelchairs for extended periods and over various distances.
Ability to lift, carry, and move baggage or personal items weighing up to 50 pounds.
Frequent standing, walking, bending, and reaching throughout the work shift.
Ability to work indoors and outdoors in a variety of weather conditions.
Stamina to remain on feet for long durations and handle repetitive physical tasks.
Adequate vision, hearing, and communication ability to safely assist passengers and follow security protocols.

Perks & Benefits

Want your pay in advance? Access your pay when you need it through DailyPay app!
Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
Need quality medical care? Multiple options for both full and part-time employees!
Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
Looking to stay healthy and improve your life? Wellness Programs offered to all employees!
Want to invest in your future? 401k program offered!
Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!