Passenger Service Agent PSA Lead

Akima

Anchorage, AK

Apply

JOB DETAILS

SKILLS

Airport Management, Airport Security, Aviation Industry, Cargo/Freight, Check Processing, Communication Skills, Communication Systems, Community Support, Corporate Policies, Customer Relations, Customer Support/Service, Diversity, Driver's License, English Language, Federal Laws and Regulations, Government, High School Diploma, Leadership, Legal, Lift/Move 50 Pounds, Maintain Compliance, Medical Conditions, Multilingual, Operational Support, Operations, Presentation/Verbal Skills, Regulations, Regulatory Requirements, Safety Process, Safety Training, Safety/Work Safety, Service Delivery, State Laws and Regulations, Writing Skills

LOCATION

Anchorage, AK

POSTED

1 day ago

The Passenger Service Agent Lead is responsible for coordinating daily passenger service operations to ensure safe, compliant, and efficient service delivery in support of airline partners. This role provides front-line leadership, assigns work, and supports team performance while maintaining a high standard of customer service.

This is an hourly, non-exempt position.

Reporting Structure

This position reports directly to the Passenger Service Manager. The role supports operational standards and may receive functional direction from the Director of Passenger and Cargo Services.

Responsibilities

+ Coordinate and oversee Passenger Service Agent staffing to ensure adequate operational coverage.

+ Assign, direct, and monitor daily tasks to support operational performance and service standards

+ Serve as a point of contact for frontline staff, resolving operational and customer service issues in real time.

+ Deliver professional, clear, and courteous assistance to passengers at ticket counters, gates, and baggage service areas.

+ Support passenger processing, including check-in, boarding, and arrivals.

+ Operate gate equipment including boarding doors and passenger boarding bridges in accordance with training and safety procedures.

+ Assist passengers requiring additional support, including wheelchair assistance and escort services, in accordance with training and safety guidelines.

+ Coordinate handling of delayed, damaged, or lost baggage in compliance with airline procedures.

+ Communicate effectively with airline personnel, flight crews, and internal teams to ensure operational continuity.

+ Utilize radios and communication systems to coordinate daily operations.

+ Monitor gate areas to ensure passenger readiness and compliance with boarding procedures.

+ Support the safe handling of unaccompanied minors and passengers requiring special assistance.

+ Maintain a professional work environment and ensure adherence to company policies, safety procedures, and regulatory requirements.

+ Perform additional duties as assigned to support operational needs.

Qualifications

+ Must be at least 18 years of age.

+ High School Diploma or GED required.

+ Minimum 1 year of passenger service or customer-facing experience.

+ Ability to obtain and maintain an airport security badge, including successful completion of a Criminal History Records Check (CHRC) and all requirements in accordance with applicable Transportation Security Administration and airport security regulations.

+ Must be authorized to work in the United States.

+ Strong verbal and written communication skills in English.

+ Ability to work a flexible schedule, including nights, weekends, and holidays.

+ Ability to work in a fast-paced, time-sensitive environment.

+ Willingness to work in varying weather conditions.

Preferred Qualifications:

+ Prior airline or airport customer service experience.

+ Leadership or lead experience in a service environment.

+ Valid driver’s license.

+ Bilingual or multilingual abilities.

Physical Requirements:

This role requires the ability to perform physical tasks associated with airport passenger service operations, including:

+ Standing and walking for extended periods.

+ Frequent bending, kneeling, and reaching.

+ Lifting, carrying, or moving items up to50 pounds independently.

+ Assisting with heavier items using team lifting or mechanical assistance.

+ Working in indoor and outdoor environments, including exposure to weather conditions and moderate to high noise levels.

Hearing protection and other required personal protective equipment (PPE) are provided where required.

Work Environment:

+ Airport terminal and operational areas.

+ Exposure to moderate to high noise levels, particularly during aircraft arrivals and departures.

+ Indoor and outdoor conditions depending on operational needs.

Pre-Employment Requirements:

+ Must successfully pass a pre-employment drug screening in accordance with company policy and applicable federal and state regulations.

+ Must successfully complete all required background checks, including CHRC, and be eligible to obtain and maintain an airport security badge.

Regulatory Compliance:

This position operates in a regulated airport environment and is subject to compliance with all applicable company policies, safety procedures, and federal, state, and local laws governing airport access and operations.

Job ID

2026-23237

Work Type

On-Site

Company Description

Work Where it Matters

Pegasus Aviation Services, an Akima company, is not just another aviation contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Pegasus, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders , Pegasus provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers , Pegasus delivers efficient, flexible, and safe aviation services as it supports domestic and international passenger and freighter airlines.

As a Pegasus employee , you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).

About the Company

Akima

Resume Resources

Free Resume Templates Free Resume Builder