Job Description

National Airlines, based in Orlando, FL, operates passenger charter service as well as customized military and commercial air cargo carriages worldwide. National Airlines specializes in over-sized, time sensitive, and special handling requirements, utilizing 757-200, 747-400 and A-330 aircraft to accomplish its missions.

Job Title : Passenger Service Representative

Location: Orlando, FL

Department: Operations

Reports To: PSR Manager

FLSA Status: Non-Exempt

Summary: Oversees passenger/ramp operations following Federal Aviation Administration Regulations (FARs), internal regulatory agencies, all operating procedures, and Transportation Security Administration (TSA) full program under 49 CFR 1544.101(a). We currently operate a B757-200 and A330-200 for passenger services.

Essential Functions:

• Ensures all above-and-below wing personnel (both organic and contracted) adhere to procedures and policies in passenger service, ramp handling, load planning, aircraft cleaning and provisioning and quality assurance.
• Communicates with Military/ Civilian Points of Contact for all upcoming flights.
• Binds all NAL personnel and contracted service providers to an action or finding when acting as an Agent of NAL’s certified Compliant Resolution Officers.
• Sustains all regulatory hazmat and safety inventory and storage regulations.
• Ensures that stations (above-and-below wing) are conducting operations safely.
• Maintains accurate and comprehensive safety training and safety record.
• Ensures airport contracts are strictly adhered.
• Acts as Ground Security Coordinator (GSC)
• Travels extensively domestically and internationally, up to 20 days consecutively at a time.
• Assists in passenger assistance during AOG/Irregular operations situations.
• Performs other duties as assigned.

Competencies:

• Demonstrated ability to positively interact with airport contractors supporting NAL flight ops.
• Ability to problem solve difficult customer service issues and complaints.
• Ability to adapt to changing conditions and directions.
• Ability to work under pressure in a fast-paced team environment maintaining a positive attitude.
• Maintain good communications with Flight Crew, Ramp Handlers, Passenger Terminal, and NAL Operations.
• Excellent interpersonal, verbal, and written communication skills

Qualifications:

• High School Diploma or General Education Development (GED) Diploma required.
• Able to obtain local airport Security Identification Display Area (SIDA) Badge
• Must pass 10-year background check which includes fingerprinting, pre-employment drug test, and criminal history records check (CHRC)
• Military/Civilian passenger service experience a plus; may be on plane for several days.
• Schedule consists of 20 days on duty/10 days off rotation, away from home.
• Knowledge of OSHA

Mental Requirements:

• Ability to summarize and effectively present information to customers.
• Ability to work on problems of moderate scope and analyze data/situations.
• Ability to work independently.
• Ability to solve problem and communicate effectively in high stress situations.
• Ability to multitask with different departments simultaneously.

Computer Skills:

• Proficient with Microsoft Word, excel, PowerPoint, Outlook, and Internet Explorer
• Check-in ticketing and boarding equipment to include POS equipment.
• Company iPhone and iPad will be issued.

Physical Demands:

• Moderate activity handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)
• Frequently moves and distributes passenger luggage.
• Often positions self to work in cramped areas such as aircraft cargo holds.
• Frequently carries items weighing 20 pounds+ up aircraft stairs.
• Climbing up and down ladders on equipment in inclement weather occasionally.
• Long days, possibly 24-48 hours on an airplane in between hotels.

Work Environment:

• Exposed to outside weather ranging from tropical heat/humidity to northern tier cold/ice.
• Works inside the terminal at check-in counters overseeing gate agents.
• Works inside aircraft during aircraft loading process and during boarding process.
• Works inside the ramp-side storage area managing aircraft supply inventory.
• Ability to work on aircraft ramp area safely with loud noise and adverse weather conditions.
• Travel on NAL aircraft daily.

Travel/Other requirements:

• Must be willing to travel domestically and internationally.
• Valid, unrestricted Passport with ability to travel in/out of the United States

The duties listed above are intended only as illustrations of various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

National Air Cargo is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, Protected Veteran status, genetic information, pregnancy, or any other legally protected status. We prohibit discrimination in all aspects of employment, including recruitment, hiring, compensation, benefits, training, termination, promotions or other conditions of employment or career development. We take affirmative steps to hire and advance females, racial minorities, Protected Veterans, and Individuals with Disabilities. We offer Reasonable Accommodations where necessary to candidates for employment and to our qualified employees with disabilities.

National Airlines also expects all our employees to support and promote our Safety Management System (SMS) Safety Policy and Safety Objectives. Employees at all levels of the organization are encouraged to report safety concerns or hazards without fear of reprisal.

National Airlines requires all team members to complete a record in National’s Vaccination Tracking Tool. Team Members may opt to provide records documenting their fully vaccinated status or agree to comply with weekly COVID-19 testing and reporting. Requests for medical and religious exemptions for those who cannot be vaccinated will be considered with substantiating documentation.

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