• EDUCATION AND EXPERIENCE
  • High School diploma or equivalent.
  • One (1) year of customer service experience
  • 6 months of supervisory experience
  • Must have good working knowledge of software applications
  • Must be 18 years of age or older.
  • Must have a reliable telephone number for contact.
  • Must have reliable transportation.

• Previous airport experience.

• Treat all information as confidential.
• Posses the tact to deal with all levels of situations, client representatives, employees and the public.
• Ability to work from verbal and written instructions.
• Ability to communicate in English clearly and concisely verbally and in written form.
• Must be detail-oriented and perform with minimal supervision.
• Must be able to handle multiple situations simultaneously.
• Must have excellent radio/telephone skills.
• Must be able to lift, stoop, squat, push, stand and/or bend throughout the shift.
• Must be able to lift, carry and/or hold up to 75 lbs.
• Must pass pre-employment and random drug test.
• Must meet necessary requirements to obtain a security sensitive identification badge.
• Must be a citizen of the US or posses the necessary authorization from the immigration and naturalization Service (INS).

PERFORMANCE RESPONSIBILITIES:

• Must be familiar with and abide by all Client/company regulations
• Work with Client Special Services Representatives to ensure all requests for services are met.
• Ensure all inbound flights are met prior to arrival.
• Actively participate in the Safety Management System (SMS)
• Communicate with SSR to all personnel.
• Close out open runs in watershed.
• Escalate issues to operations Manager Immediately.
• Deal courteously and tactfully with fellow employees and passengers if necessary.
• Create and generate reports of service performance in locations with the Wheelchair Tracking program software.
• Receive and respond to telephone and radio calls from Client representatives and employees in a professional and timely manner.
• Maintain and distribute radios (where applicable).
• Always complete the appropriate documentation and reports in a thorough and timely manner.
• Provide special assistance to passengers as requested.
• Provide general information and directions to passengers.
• Monitor tablet usage with employees on all inbound and outbound flights.
• Meet inbound arrivals as requested to provide special services (courtesy chairs, walk assistance through the terminal).
• Be neat and careful when handling other people's property, especially mobility aids and luggage.
• Project a positive image and respond to inquiries from airlines, staff and public in a courteous manner.
• Attend meetings and inservices as required.
• Utilize appropriate communications channels and maintain records, reports and files as required.