Lead Agent, Cross-Utilized

Lead Agent

Location: TDA AGH - Airport Operations

Employment Type: Full-Time

Schedule: Flexible schedule including nights, weekends, and holidays. Hours vary based on flight schedules. Weekly hours may increase or decrease due to seasonal flight changes.

GENERAL PURPOSE OF THE JOB:

The Lead Agent plans, organizes, directs, and participates in CSA/GOA operations for both contracted commercial flights and charter aircraft. Operations include passenger check-in, security screening, baggage transfers, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Direct, train, and participate in daily CSA/GOA Services activities, including new employee onboarding and ongoing in-service training, monthly compliance training, and yearly safety training. Maintain required training records.
• Implement departmental policy as directed; advise Manager/Supervisor on policy issues, make recommendations and decisions as appropriate, and develop more efficient methods of operations as needed.
• Coordinate CSA/GOA Services activities with air carrier personnel, station managers, and TSA representatives as required for assigned shifts.
• Operate and train on ground equipment including aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, towbars, and portable stairs. Ensure ground equipment is maintained in good working order at all times.
• Ensure compliance with current FAA and TSA security regulations, airline corporate rules, directives, and procedures. Implement necessary changes in operations as directed. Attend regular and as-needed meetings.
• Maintain emergency checklists and supplies.
• Prepare and submit verbal and written reports on ground service activities and Agents as required.
• Update the Multi-User Flight Information Display System (MUFIDS) as required.
• Coordinate communications between the airport, airline dispatch personnel, and flight captains - including passenger manifests, weight/balance, fueling requirements, on/off times, uplift, flight release, and weather packages.
• Handle business-related responsibilities including billing, correcting/updating payment data, collecting payments, and ordering supplies.
• Must be available to work varied hours including swing and graveyard shifts, plus weekends and holidays.
• Other duties as assigned by the manager.
• Complete all required training.
• Only complete tasks for which you are fully trained.
• Report any safety hazard or incident immediately.

REQUIREMENTS AND QUALIFICATIONS:

Required:

• Education & Experience: Minimum 1 year of experience in the aviation industry; at least 6 months equivalent to that of an airline service agent, including ticketing and ramp services support.
• Knowledge: Thorough working knowledge of aircraft used at the station; current FAA/TSA security directives and procedures affecting CSA/GOA Services; and general procedures for passenger processing and baggage transfers.
• Licensing & Certification: Valid Driver's License required. Must obtain and maintain a Complaint Resolution Official (CRO) certificate when required by individual airlines. Must obtain a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period. Required certifications upon hire (as applicable): Deicing/Anti-Icing, Aircraft Pushback, Security Search, and Security Exit Door training.
• Training: Must receive initial/advanced CSA/GOA Services training as required by individual airlines within the probationary period.
• Background: Must successfully pass a background investigation with fingerprint-based criminal records check per Title 14, CFR Part 1542. Safety-sensitive employees must pass periodic random drug testing per 49 CFR Part 40.
• Availability: Must be able to work various assigned shifts including evenings and weekends. Subject to emergency call-in. Must be in good standing with the company to apply.

Preferred:

• Previous lead or supervisory experience in aviation ground operations.
• Familiarity with MUFIDS systems and airline dispatch procedures.

WORK ENVIRONMENT:

Works both indoors and outdoors with exposure to extreme weather conditions, dust, and pollen. Subject to a variety of mechanical, electrical, chemical, toxic waste, and other safety hazards associated with aircraft, vehicles, equipment, and fuel. Subject to constant and extreme noise, strong odors, fumes, and poor lighting due to nighttime operations. Possible exposure to disease during aircraft lavatory work.

PHYSICAL REQUIREMENTS:

• Perform bending, squatting, kneeling, walking, climbing, and reaching from ground level to overhead; ability to grip objects.
• Push, pull, lift, and carry heavy objects, luggage, and packages (up to 75 lbs) in and out of aircraft within confined cargo space or onto/from a conveyor belt.
• Ascend to heights of up to 40 feet for aircraft deicing operations.
• Respond to audio-transmitted information and alarms; distinguish color (e.g., aircraft wingtip and instrument panel lights).
• Able to stand for extended periods.

KEY COMPETENCIES:

• Leadership & Supervision: Directs and participates in daily operations; models and promotes acceptance and respect among employees; performs effectively as a team member in carrying out TDA's mission, philosophy, and client goals.
• Communication: Prepares timely written and verbal reports; communicates effectively both verbally and in writing; follows oral and written instructions.
• Judgment & Problem Solving: Exercises sound, independent judgment; analyzes situations with a results-oriented focus; resolves conflict effectively; identifies and implements solutions creatively and with a team orientation.
• Professionalism: Presents an overall professional image; is pleasant, cooperative, and reliable; fulfills obligations and maintains composure in high-stress situations.
• Adaptability: Accepts criticism calmly and effectively; is open to change and variety in the workplace; willing to take on responsibilities and challenges; persistent in the face of obstacles.
• Accountability: Guides oneself with little or no supervision; dependable and self-motivated; sensitive to others' needs; abides by TDA/Airline policies and procedures.
• Attention to Detail: Maintains accuracy and thoroughness in all tasks and reporting.