Job Description

Motivated individual to help lead our Passenger Services Team. Someone who thrives on challenges and wants an essential role in building, maintaining, and growing our Customer Service Experience.

MAJOR RESPONSIBILITIES & DUTIES

• Welcome and engage passengers, provide accurate Airport information, anticipate customer needs.
• Develop and maintain a positive team environment. Mentor new team members as they learn the Passenger Service Agent role. Support the Passenger Services Team to reach common goals.
• Assist with recruitment and training, performance, discipline, and scheduling.
• Daily briefings with Staff and Supervisor Shift Checklist submitted to Manager at end of shift.
• Excellent communication skills. Convey professional, clear, & appropriate etiquette while communicating with all employees and customers in person or via telephones and radios.
• Anticipate passenger requests and coordinate department resources to ensure an efficient operation of daily functions, such as wheelchair and baggage assistance, ground transportation, wheelchair and baggage cart retrieval, bus ticket sales and shuttle services.
• Follow and ensure all company safety and security policies and procedures are being implemented.
• Report accidents, injuries, and unsafe work conditions to appropriate channels.
• Ensure all Passenger Support equipment is in satisfactory condition, i.e., baggage carts, wheelchairs, battery chargers, etc.
• Be able to perform computer related tasks such as but not limited to basic scheduling, assist employees with email set up and troubleshooting, update wheelchair counts in excel spreadsheet, etc.
• Airline liaison to ensure assistance is provided in a timely manner.
• Perform additional job duties as assigned.

MINIMUM QUALIFICATIONS

• High School Diploma required.
• Proficient with Microsoft Office and Outlook.
• 1 Year Customer Service experience.
• Friendly, welcoming, and warm demeanor, Ability to demonstrate strong customer-focused engagement.
• Possess strong organizational skills and detail oriented.
• Maintain professional appearance.
• Ability to work in a fast-paced environment, able to work under pressure and execute efficient solutions.
• Strong self-motivation and drive with demonstrable initiative; able to lead a team.
• Must be available for night, holiday, weekend, rotating or irregular shift assignments.
• Successfully pass onboarding process including drug & alcohol pre-employment testing, Security Identification Display Area (SIDA) training and FAA/TSA security clearance background check.
• Knowledge of Air Carrier Access Act (Title 14 CFR Part 382).

Physical Requirements

• Must be able to fluently read, write and speak English.
• Must be able to sit, stand, and walk; reach with hands and arms; balance, stoop, kneel, move legs, arms, wrists, and fingers.
• Must be able to descend to and ascend from a kneeling or crouched position.
• Must be able to lift 50 lbs. unassisted; push and pull customers in wheelchairs up/down an incline unassisted from 100-350 lbs.
• Must have sufficient visual acuity, with or without corrective lenses. Visual acuity includes close, distance, peripheral, and change of focus and reading.
• Must have sufficient auditory ability, with or without audiological devices, to decipher telephone/radio communications, interact with the public and others, decipher radio communications, and hear alarms, including vehicle and other warning signals.
• Able to work for short periods of time in inclement weather.
• Assist customers with vehicle snow removal using an ice/snow scrapper & shovel.

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