When you come onboard at Sun Country Airlines, you are joining an experienced team of driven and talented employees. We affordably connect guests to their favorite people, places and memories, and we do it by cultivating a culture that encourages our team to pursue their passions in the air and on the ground – allowing you to Fly at the Speed of Life.  We take pride in our company, culture, and comradery, and would love to have you join us.

JOB SUMMARY

The Customer Service Agent position is responsible for providing total customer service to all customers for both scheduled and charter service. This position will be responsible for providing exceptional customer service at the ticket counter, passenger gate, and baggage areas.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides exceptional customer service to passengers through the Terminal to include ticketing, gate, and baggage
• Provide general information to passengers, such as directions and flight information
• Process tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats
• Provide information upon customer inquiries including arrival and departure times, boarding procedures, carry-on regulations, and seat assignments
• Handle denied boarding situations, solicit volunteers, re-accommodate customers and provide hotel, meal, and taxi vouchers, when appropriate
• Store unclaimed bags in Baggage Service Office until claimed or turned over to Baggage Operations
• Handle delayed baggage issues, ensuring a written report is completed and follows up with customers until the bag is located, or the file is sent to Baggage Operations
• Provide consequential expenses to applicable customers when there is a delayed bag
• Ensure delivery of baggage to the affected customer for late arriving or miss-loaded bags
• Trace loaner wheelchairs, car seats, etc.
• Assist with lost and found articles
• Enforce safety/security measures and monitor sensitive safety zones
• Ensure compliance with FAA, Sun Country, and airport regulations
• Any other duties assigned by management

SUPERVISORY RESPONSIBILITY

None

WORK ENVIRONMENT

This job operates in an airport terminal. The noise level in the work environment is usually moderate but may become high at various times.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 60 pounds and occasionally lift and/or move up to 100 pounds. This position will be required to occasionally push/pull up to 300 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

ADDITIONAL NOTES

Must be able to obtain an MSP SIDA badge.

AAP/EEO STATEMENT

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Required Skills

Qualifications and Education Requirements

• Previous customer service experience
• Effective communication skills, both written and verbal
• Ability to work efficiently under time constraints
• Ability to work a flexible schedule including nights, weekends, and holidays
• Previous airline customer service experience

Required Experience

ADDITIONAL NOTES:

Must be able to obtain an MSP SIDA badge and Customs Seal.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Sun Country Airlines is an E-Verify Employer. We participate in the web-based system that allows the company to verify the identity and employment eligibility of newly hired employees by electronically matching information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS).

Sun Country Airlines is a Zero Tolerance Drug-Free Workplace for all Safety-Sensitive functions. [1] A safety-sensitive function, as described in 14 CFR part 120, §§ 120.105 and 120.215, includes a flight crewmember, flight attendant, flight instructor, aircraft dispatcher, aircraft maintenance or preventive maintenance, ground security coordinator, aviation screener, air traffic controller, and operations control specialist. I understand and acknowledge that I will be required to undergo a DOT/FAA pre-employment drug test for the following prohibited drug (as defined in 49 CFR § 40.85) prior to being hired or transferred into a Department of Transportation (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP).

Qualifications and Education Requirements

• Previous customer service experience
• Effective communication skills, both written and verbal
• Ability to work efficiently under time constraints
• Ability to work a flexible schedule including nights, weekends, and holidays
• Previous airline customer service experience