Arrival Lead at Pacific Aviation

Location: South San Francisco, California
Type: Full-time
Level: Lead
Posted: Jun 24, 2026

Description

Pacific Aviation is looking for an Arriving Lead Customer Service Agent to join their team at San Francisco International Airport (SFO) to support Zipair (ZG) operations. The successful candidate will be responsible for leading and coordinating arrival operations, assisting passengers, communicating operational updates, and supporting baggage service activities. They will act as a liaison between various parties to ensure a seamless, safe, and compliant arrival experience.

Required Skills

English communication
Verbal and written communication
Active listening
Computer literacy
Data entry
Problem-solving under pressure
Physical stamina
Organizational skills
Teamwork

Additional Information

Preferred Qualifications: Experience leading arrival operations.
Experience liaising with regulatory bodies like CBP and ground handling teams.
Knowledge of safety and compliance protocols for passenger and baggage handling.
Ability to support and escalate customer service needs.
Experience contacting and managing wheelchair services.
Responsibility for coordinating gate readiness.
Monitoring gate status and updating internal teams.
Proficiency in managing FIS access points.
Ability to provide real-time flight milestone updates.
Communication of baggage carousel details to passengers.
Experience assisting passengers with baggage-related inquiries.
Documentation of baggage issues and reporting to operational teams.
Support baggage claim operations and customer service recovery.
Processing of lost-and-found items according to airline procedures.
Maintaining detailed documentation and tracking records for lost-and-found items.
Collaborative spirit among airline teams and fellow agents.
Exceptional customer service delivery in high-pressure environments.
Clear announcement making and accurate directional guidance.
Direct passenger assistance at service and check-in counters.
Verification of travel document compliance with regulations.
Professional response to customer concerns and effective issue resolution.