ACES - Newark Airport

Airport Customer Experience Specialists (ACES)

Airport Customer Experience Specialists (ACES) are responsible for providing information regarding ground transportation, baggage assistance, aiding passengers with disabilities and other services required to make a customer's travel pleasant and convenient. Customer service functions such as: proactively greeting travelers, providing directions within the airport, providing options and directions for exiting the airport or any other general assistance required by the traveling public. These functions will be provided within the airport footprint and/or adjacent assigned areas. ACES also provide "eyes and ears" and promptly report issues to management.

Airport Customer Experience Specialists are members of a union and are covered under the applicable collective bargaining agreement by airport location.

Essential Functions:

• Maintains high visibility in the specified areas of airport terminals, adjacent areas or via teleporting system to maximize engagement with travelers and continually offer greetings, information and directions.
• Proactively offers assistance utilizing application software on company issued Ipads on how to navigate the airport layout and offer directions to transportation, destinations or other requested information.
• Assists persons with disabilities by assisting those in wheelchairs or other mobility devices while being kind, courteous and customer facing.
• Uses knowledge of the airport to communicate to travelers about transportation options including: taxis, ride share, parking information, rental cars, public transportation, payment options as well as maintains complete knowledge of airport layout and offerings.
• Actively reports unwanted behaviors, such as: soliciting, smoking, loitering, camping, disorderly conduct, human trafficking or any other activities or deemed unsafe and reports to management and to PANYNJ police via established communication methods.
• Serves as a deterrent while circulating through assigned terminals to deter unwanted activity or reporting of any unsafe conditions through a visible uniformed presence.
• Maintains a friendly and positive environment in full compliance with applicable laws, regulations, policies, procedures and overall Block by Block and PANYNJ standards of professionalism.
• Responds to emergency situations following outlined protocol by Block by Block and the PANYNJ.
• Reports all activities and metrics through usage of a smart device on airport iPad, phone and/or radio.
• Other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

Age/Education/Experience

• Must have at least one year experience in hospitality or customer service
• Must be at least 18 years old
• Must have High School Diploma or GED

Physical Requirements:

• Must have excellent communication skills with the ability to speak, read and write the English language in order to create basic reports and communicate with travelers and staff.
• Must have the physical capacity to stand and walk continuously during an eight-hour and ten-hour shifts with normal breaks and meal break.
• Must be able to work in station platforms in all conditions with provided inclement weather gear.

We are proud to offer the following benefits:

Insurance: Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.

Paid time off: Vacation, Sick Time and/or PTO (Only where required by local requirements and contract agreements), Paid Leave (only where required by law), Holidays (only where required by contract agreement), Floating Holidays (only where required by contract agreement), Birthday Pay (eligible after one year of service at most locations unless otherwise stated in CBA), Jury Duty (only where required by law).

Bonuses: Employee Recognition Awards, Employee Referral Bonus Program (hourly employees only)

Other: 401K Retirement Savings Plan

This is a union position and union benefits may be available.

Block by Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.