Job Details

Join POI Aviation, where caring service takes flight and every traveler`s journey matters.

Be the calm, caring support every traveler hopes to meet on their journey.

The Customer Service Associate is primarily responsible for providing safe, dignified, and courteous assistance to passengers who require special services, including but not limited to passengers with disabilities, reduced mobility, elders, and passengers traveling for medical referrals or treatment.

This role supports passengers through check-in, baggage assistance, security, immigration, customs, and boarding, as well as upon arrival and transfer, ensuring they are handled in accordance with FAA, TSA, local airport, airline regulations, and company procedures.

As a secondary function, when there are no active special service requests, the Special Services Agent will be cross-trained and assigned to Aircraft Services to support cabin cleaning and preparation in line with airline and regulatory standards.

Key responsibilities

In this role, you will be expected to perform with or without accommodation:

• Provide wheelchair assistance and safe escort for passengers requiring mobility support from curbside, check-in, or gate areas to security, immigration, customs, boarding gate, and aircraft door—and upon arrival to baggage claim or pick-up point.
• Assist passengers with check-in, travel documents, and baggage tagging, ensuring accuracy and compliance with airline and airport standards.
• Support passengers traveling for medical referrals or with other special needs by assisting with directions, wayfinding, and coordination with airline/airport personnel, while maintaining strict respect for privacy and dignity.
• Answer basic inquiries regarding flight information, boarding times, connections, and baggage, escalating complex issues to Passenger Service Agents or Supervisors as needed.
• Coordinate hand-offs and communication with Passenger Service Agents, Gate Agents, and Supervisors to ensure special service passengers are boarded, deplaned, and transferred safely and on time. 
• Provide courteous, patient, and culturally sensitive customer service to passengers and family members, especially in stressful or time-sensitive situations.

Secondary – Aircraft Services (when no Special Services are requested)

• Perform interior cleaning of aircraft cabins (seats, tray tables, overhead bins, aisles) following established procedures and safety guidelines.
• Replace pillow covers, headrest covers, and seat covers as required by airline standards.
• Clean and sanitize lavatories, ensuring they are stocked and ready for use.
• Clean galleys, including removal of dry and wet garbage, and ensure proper disposal in accordance with company and airport rules.
• Complete and sign off required cleaning worksheets accurately and on time and report any damage, missing equipment, or irregular conditions to the Aircraft Service Supervisor or Lead. 

General / Coordination

• Communicate with the Passenger Service Supervisor regarding special service requests, irregularities, or any passenger-related concerns requiring guidance or escalation.
• Coordinate with the Aircraft Service Supervisor when assigned to aircraft cleaning tasks (during periods with no active special service requests).
• Perform other duties and responsibilities as may be required by the job or for skill development within Passenger Services.

Qualifications 

Education

• High school diploma, GED, or an equivalent combination of training and experience that demonstrates the ability to perform the essential functions of the position preferred.

Experience

• Highly preferred: at least one (1) year of experience in a face-to-face customer service role within the travel, aviation, healthcare, or hospitality field (e.g., passenger service, hotel front desk, clinic/reception, or similar).
• Experience in commercial or aircraft cleaning, facilities, or housekeeping is an advantage and will support the cross-training aspect of the role.

Skills & competencies

• Demonstrated professionalism and empathy in both written and verbal communication, especially when assisting passengers with disabilities, elders, and medically referred travelers. 
• Strong interpersonal skills, including the ability to remain calm, patient, and solutions-focused in time-sensitive situations. 
• Intermediate computer proficiency with the ability to efficiently navigate reservation, check-in, and airport systems, along with basic office applications. 
• Able to operate or learn to operate cleaning equipment such as vacuums, steam cleaners, and other tools used for aircraft cabin cleaning (training provided as needed). 
• Willing to work within a team environment and champion a respectful, inclusive, and collaborative workplace culture.
• Willing to adapt to changes necessary for the effective functioning of the organization`s objectives (schedule changes, new procedures, changing special-assistance protocols, airline standards, etc.).
• Role requires frequent walking, standing, pushing, and pulling wheelchairs, and handling luggage weighing up to 70 lbs., with assistance or reasonable accommodation as needed to safely support passengers and baggage services.

Equal Employment Opportunity (EEO) Statement

POI Aviation is an Equal Employment Opportunity employer. We are committed to fair and inclusive hiring and will consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, or gender expression), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal or Guam law.

If you need reasonable accommodation to apply for or participate in the selection process, please contact Human Resources.