Support Svc Coordinator

Open 55d

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, but are not limited to:

Exceed Eulen America's and airlines' customer service and safety standards
Knowledge of & familiar with Air Carriers Access Act and Dept of Transport Regulations (CFR Part 382) for passengers with disabilities, volume of new information daily
Perform daily debrief with team members to ensure compliance with the ACAA and provide proficient, dignified service to customers with disabilities
Promptly dispatch wheelchair attendants and record incoming client requests for service.
Ensure all Wheelchair Agents immediately confirm pickup and drop off passengers assisted on their electronic devices
Answer multiple phone calls for wheelchair requests from airlines, inputting Wheelchair requests and dispatching agents to Ticket Counters, Arriving and Boarding flights
Communicate the Status of Wheelchair Requests to Airlines
Practice open and continuous communication and value keeping others well-informed
Establish and maintain effective relationships with team members and clients
Reassign job duties as necessary to meet the demand for wheelchair requests
Maintain radio communication with Managers on Duty, Terminal Coordinators, Supervisors, and airline reps
Maintain the deviation of employees due to connections to other terminals
Assign breaks to agents; hold agents accountable to perform job duties safely and professionally
Complete and maintain daily reports/logs and incident reports of any issue, observation, or concern involving the customer.

QUALIFICATIONS

High School Diploma or GED equivalent
Previous airport experience in assisting customers with disabilities
Ability to work under pressure to meet deadlines while maintaining a positive attitude and providing exemplary customer service
Good computer skills; ability and willingness to learn the GHDS SSR computer system
Knowledge of & familiar with Air Carriers Access Act and Dept of Transport Regulations (CFR Part 382) for passengers with disabilities, volume of new information daily
Excellent judgement; ability to ask smart questions and make quick, impactful decisions
Discretion and confidentiality when working with private information
Ability to continuously sit for a shift
Ability to occasionally lift, push, or pull 70 – 600 lbs. with assistance.
Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with business partners, internal and external customers
Resilient attitude; ability to multitask and be adaptable in a fast-paced airport environment
Willingness to work a demanding schedule; ability to work extra hours when there are operational needs
Ability to work rotating shifts, including weekends, holidays, and days off
Dependable with a good attendance record
Ensure completion of Incident Reports for issues, incidents, and injuries of any customer or team member
Basic computer skills & proficiency in writing reports

See also