Passenger Service Lead Agent

Lead Customer Service Agent

Must be able to work a flexible schedule including nights, weekends, and holidays. Hours will vary based upon flight schedules.

Number of weekly hours may increase or decrease due to seasonal flight changes.

General Purpose of Job:

Lead Customer Service Agent is responsible for the direct oversight of Airline product and provides direction, training and support to Customer Service Agents to ensure that productivity levels and customer service requirements are being met and that front-line employees are complying with all safety, quality, and compliance standards established by the Company, by our Clients, and by regulatory authorities. Lead by example, exemplifying integrity, professionalism and excellent communication skills. Motivate to achieve results while leading people fairly and with respect. Must be totally committed to the importance of serving the customer and have an excellent customer service focus.

Essential Duties and RESPONSIBILITIES :

• Plans, organizes, directs, and participates in the Customer Service operations for both contracted commercial flights and charter aircraft. Customer Service operations include passenger check-in, security screening; baggage transfers to and from aircraft, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.
• Directs and trains assigned Customer Service Agents working the product. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training. Maintains required training records.
• Schedules On the Job Training (OJT) as required including record keeping.
• Completes the weekly airline deposits and daily sales reports, as well as other reports as requested by the Station and or Customer Service Manager.
• Troubleshoot Agent and Passenger issues, providing short and long term solutions.
• Daily review of the aircraft flight schedule and advise the Station Manager and others as required
• Order supplies as required and notification of all necessary parties.
• Responds to procedural questions from Agents, while encouraging independence and additional training as needed.
• Implements departmental policy as directed for Customer Service operations. Advises the Customer Service Supervisor on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
• Participates in the operation and training of various types of ground equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, tow bars and portable stairs in and around aircraft. Ensures ground equipment is maintained in good working order at all times.
• Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives and procedures. Implements necessary changes in operations as directed. Attends regular and as-needed meetings.
• Maintains emergency checklists and supplies.
• Prepares and submits verbal and written reports related to ground service activities and Customer Service Agents as required.
• Creates and maintains a frequently asked question manual for agents.
• Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays

Competency/Behavioral Requirements :

• Direct and participate in the work of daily Customer Service activities;
• Prepare timely written and verbal reports, training demonstrations, etc.;
• Follow oral and written instructions;
• Communicate effectively both verbally and in writing;
• Deal effectively and courteously with co-workers and customers;
• Exercise sound, independent judgment;
• Analyze situations and problems with a results-oriented focus;
• Resolve conflict effectively;
• Identify and evaluate solutions, and effectively implement determined action;
• Approach problem-solving creatively and with a team orientation;
• Present an overall professional image;
• Perform the essential functions of the job without posing a threat to the health and safety of others;
• Model and promote acceptance and respect for differences among employees;
• Perform effectively as a member of the team in carrying out both the TDA stated mission and philosophy and the TDA. client's goals and objectives.
• Be pleasant with others on the job and display a good-natured, cooperative attitude
• Be reliable, responsible, and dependable, and fulfill obligations.
• Attention to Detail
• Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations
• Accept criticism and deal calmly and effectively with high stress situations be open to change (positive or negative) and to considerable variety in the workplace
• Willingness to take on responsibilities and challenges
• Be sensitive to others' needs and feelings and be understanding and helpful on the job
• Develop one's own ways of doing things abiding by to TDA/Airline's policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done
• Be persistence in the face of obstacles

PHYSICAL Demands :

Must be able to carry 70 pound suitcase from the floor to 18 inches and carry 70 pound suitcase in front of you with both hands for a distance of up to 25 feet; must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time. Must have sufficient vision and ability to safely perform the essential functions of the position.

Work Environment:

Works both indoors and outdoors with exposure to extreme weather conditions as well as dust and pollen; subject to a variety of mechanical, electrical, chemical, toxic waste and other safety hazards associated with or working around aircraft, vehicles, equipment, fuel etc.; subject to constant and extreme noise, strong odors, fumes and poor lighting due to working at night; possible exposure to disease due to aircraft lavatory work.

Other Requirements and Qualifications:

Education, Experience and Training: Requires a 1-year of experience in the aviation industry. At least 6 months of the experience must be equivalent to an Airline Service Agent to include ticketing and/or Ramp Services support

Knowledge: Thorough working knowledge of the types of aircraft used at the station. Thorough working knowledge of current FAA/TSA security directives & the procedures affecting Ramp Services as well as general procedures for passenger processing and baggage transfers.