Position: Customer Service Agent-Outstation Location: As Assigned Department: Customer Service Accountable to: Station Manager Position Summary: Implements daily operation of station activity while providing excellent customer service focusing on safety and efficiency. Performs all duties in compliance with company policies/procedure and FAA/TSA regulations. Areas of Accountability/Essential Functions: Performs all duties in accordance with company policies and procedures, including the Standard Operation Manual (SOM); complies with all applicable Federal Aviation Administration (FAA) and Department of Transportation (DOT) regulations Represents Great Lakes Airlines in a professional manner at all times; reports to work in Company-approved uniform Interacts professionally with passengers, coworkers, and the public Communicates pertinent information to passengers, supervisors, managers, and other outstations/Hubs with a need-to-know in a timely manner Completes ticketing functions (boarding passes, Flight Interruption Manifest (FIM), Special Travel Order (STO), re-board coupons, two-flight revenue tickets, two-flight non-revenue tickets, etc.); inputs, reviews, and verifies information in the Company s reservations systems; Closes flights by completing required paperwork Audits passenger name list and compares with TSA No-Fly and Do-not-board lists; ensures that all passengers are cleared through Secure Flight Plans and performs denied boarding according Company policy/procedures Communicates professionally with others in the department using Company-owned radio equipment; makes approved announcements using the Airport s Public Address system Assists unaccompanied minors and passengers with special needs; including, but not limited to, pushing wheelchairs as required Performs Ground Security Coordinator (GSC) duties (as assigned) Maintains a clean and organized work environment; assists with aircraft cleaning, including lavatories as required Handles passenger baggage, including, but not limited to: transfers to aircraft, loading/un-loading aircraft, locating/reporting lost baggage Handles Cargo and Company mail (COMAT), including, but not limited to: transfers to aircraft, loading/un-loading aircraft Ensures safety of passengers walking on the ramp to/from aircraft Operates ground equipment including: tugs, golf carts, passenger transportation van/bus, and other Company-owned ramp vehicles Responds to passenger questions/complaints as necessary Performs de-icing functions (as assigned) during applicable weather conditions Follows direction given by Company Management and Supervisors; assists in all areas as assigned