Position Objectives: Pacific Aviation is seeking a professional, service-oriented, and dependable Arrival Lead customer service agent to support Zipair (ZG) operations at San Francisco International Airport (SFO). This role serves as a key point of coordination during arriving flight operations, ensuring passengers receive exceptional service while maintaining safe, efficient, and compliant arrival processes. If you thrive in a fast-paced airport environment and enjoy supporting both customers and operational teams, we encourage you to apply.SUMMARYAs an Arrival Lead Customer Service Agent for Zipair (ZG), you will lead and coordinate arrival operations, assist passengers throughout the arrival process, communicate operational updates, and support baggage service activities. This role serves as a liaison between airline partners, CBP, ground handling teams, and internal stakeholders to ensure a seamless, safe, and compliant arrival experience for passengers and crew.What You’ll Do Lead arrival operations and coordinate activities to ensure smooth passenger offboarding and operational readinessLiaise with CBP, ground handlers, airline representatives, and internal teams to support efficient arrival processingEnsure safe, compliant passenger and baggage handling in accordance with airline and airport proceduresSupport customer service agents during operations and escalate issues as neededArrival CoordinationContact wheelchair service providers following operational briefings and communicate passenger assistance requirementsCoordinate arrival gate readiness and verify gate setup prior to aircraft arrivalMonitor gate status and communicate operational updates to internal teamsOpen and manage FIS access points in accordance with arrival proceduresProvide real-time flight milestone updates, including aircraft arrival, door opening, passenger deplaning, and crew deplaning eventsCommunicate baggage carousel information to arriving passengersBaggage Service SupportAssist passengers with damaged, delayed, or missing baggage inquiriesDocument baggage issues and communicate findings to operational teamsSupport baggage claim operations and customer service recovery effortsProcess left-behind and lost-and-found items in accordance with airline proceduresRecord and maintain lost-and-found documentation and tracking recordsCustomer Service OperationsCollaborate with airline teams and fellow agents to support smooth daily operationsDeliver exceptional customer service in a fast-paced airport environmentMake clear announcements and provide accurate directions to passengersAssist passengers at service and check-in counters as neededVerify travel documents and ensure compliance with airline, TSA, and airport requirementsRespond professionally to customer concerns and support issue resolutionRequirementsWhat You BringFluent English communication skillsStrong verbal and written communication; active listening skillsComputer literacy and fast, accurate data entryCalmness and solution-focus under pressurePhysical stamina to stand for extended periods and move throughout the terminalStrong organizational and multitasking abilitiesAbility to work effectively with airline partners, airport stakeholders, and internal teamsAuthorized to work in the U.S. and able to pass a background check and drug screeningScheduleMust be available to work at least 4 days per week, including weekends and holidaysShifts may include afternoons, evenings, or nightsBenefitsPay & BenefitsFully Paid Medical, Dental, and Vision Insurance401(k) with company matchPaid Time OffUniform ProvidedPaid TrainingParking Discount or Clipper CardReferral BonusCell Phone Plan Reimbursement
Position Objectives:
Pacific Aviation is seeking a professional, service-oriented, and dependable Arrival Lead customer service agent to support Zipair (ZG) operations at San Francisco International Airport (SFO). This role serves as a key point of coordination during arriving flight operations, ensuring passengers receive exceptional service while maintaining safe, efficient, and compliant arrival processes. If you thrive in a fast-paced airport environment and enjoy supporting both customers and operational teams, we encourage you to apply.
SUMMARY
As an Arrival Lead Customer Service Agent for Zipair (ZG), you will lead and coordinate arrival operations, assist passengers throughout the arrival process, communicate operational updates, and support baggage service activities. This role serves as a liaison between airline partners, CBP, ground handling teams, and internal stakeholders to ensure a seamless, safe, and compliant arrival experience for passengers and crew.
What You’ll Do
- Lead arrival operations and coordinate activities to ensure smooth passenger offboarding and operational readiness
- Liaise with CBP, ground handlers, airline representatives, and internal teams to support efficient arrival processing
- Ensure safe, compliant passenger and baggage handling in accordance with airline and airport procedures
- Support customer service agents during operations and escalate issues as needed
Arrival Coordination
- Contact wheelchair service providers following operational briefings and communicate passenger assistance requirements
- Coordinate arrival gate readiness and verify gate setup prior to aircraft arrival
- Monitor gate status and communicate operational updates to internal teams
- Open and manage FIS access points in accordance with arrival procedures
- Provide real-time flight milestone updates, including aircraft arrival, door opening, passenger deplaning, and crew deplaning events
- Communicate baggage carousel information to arriving passengers
Baggage Service Support
- Assist passengers with damaged, delayed, or missing baggage inquiries
- Document baggage issues and communicate findings to operational teams
- Support baggage claim operations and customer service recovery efforts
- Process left-behind and lost-and-found items in accordance with airline procedures
- Record and maintain lost-and-found documentation and tracking records
Customer Service Operations
- Collaborate with airline teams and fellow agents to support smooth daily operations
- Deliver exceptional customer service in a fast-paced airport environment
- Make clear announcements and provide accurate directions to passengers
- Assist passengers at service and check-in counters as needed
- Verify travel documents and ensure compliance with airline, TSA, and airport requirements
- Respond professionally to customer concerns and support issue resolution
Requirements
What You Bring
- Fluent English communication skills
- Strong verbal and written communication; active listening skills
- Computer literacy and fast, accurate data entry
- Calmness and solution-focus under pressure
- Physical stamina to stand for extended periods and move throughout the terminal
- Strong organizational and multitasking abilities
- Ability to work effectively with airline partners, airport stakeholders, and internal teams
- Authorized to work in the U.S. and able to pass a background check and drug screening
Schedule
- Must be available to work at least 4 days per week, including weekends and holidays
- Shifts may include afternoons, evenings, or nights
Benefits
Pay & Benefits
- Fully Paid Medical, Dental, and Vision Insurance
- 401(k) with company match
- Paid Time Off
- Uniform Provided
- Paid Training
- Parking Discount or Clipper Card
- Referral Bonus
- Cell Phone Plan Reimbursement
Pacific Aviation is a leading provider of airport handling services for some of the world’s finest airlines. We currently operate in Los Angeles, Seattle-Tacoma, and San Francisco International Airports and are expanding to other airports across the U.S.Since 1995, Pacific Aviation has been and remains privately held. Not bound by an affiliation with any airline or other service provider, the Company is truly independent and serves its customers without conflicts of interest.Founders/Directors Phil Shah and Victor Mena used their many years and diverse experiences within the airline industry to build Pacific Aviation into a service company dedicated to exceeding every customer’s expectations.
Pacific Aviation is a leading provider of airport handling services for some of the world’s finest airlines. We currently operate in Los Angeles, Seattle-Tacoma, and San Francisco International Airports and are expanding to other airports across the U.S.
Since 1995, Pacific Aviation has been and remains privately held. Not bound by an affiliation with any airline or other service provider, the Company is truly independent and serves its customers without conflicts of interest.
Founders/Directors Phil Shah and Victor Mena used their many years and diverse experiences within the airline industry to build Pacific Aviation into a service company dedicated to exceeding every customer’s expectations.
