Passenger Service Supervisor

Job Classification: Airport Passenger Operations Flight Lead Reports to: Leadership Team POSITION PURPOSE Under immediate supervision, is responsible for ensuring staff is operating according to airline and airport rules and regulations. Greets airline passengers at ticketing for flight check in and gate levels. Performs loading and unloading of passengers and baggage at aircraft. Performs Ground Security Coordinator (GSC) duties. Resolves customer complaints. Position creates and assigns staff duties and holds pre/post flight briefings. ESSENTIAL FUNCTIONS AND BASIC DUTIES Assign other agents' duties and tasks for scheduled shifts. Ability to deal with face-to-face conflict resolution in a calm demeanor. Assists with mentoring and training with new hires. Performs/assist with ticketing and passenger check in. Guide passengers through the ticketing and aircraft boarding process. Performs Ground Security Coordinator duties. Checks facility cleanliness before and after operations. Maintains security awareness and hazardous materials awareness appropriate to the airport and aircraft environment. Files flight closeout paperwork as required by airline. Send flight report summary and issues as required by management team. Responsible for reporting irregularities. Assists with collecting reports. Assists with implementing processes, procedures and policies. Complete additional duties such as aircraft pushback operation and aircraft deicing. Other assignments and/or duties as directed. WORKING CONDITIONS Works in both indoor and outdoor environments, including adverse weather conditions. Must be able to work under hazardous conditions (i.e. high places, moving machinery, noise, etc.). The worker is subject to fumes, odors, dust, hot and cold climates, and precipitation. This position requires flexibility, including weekends, holidays, and irregular hours based on flight schedules, including on-call 24 hour status. Flooring carpet and concrete surfaces. Lighting variable, natural and artificial light. Temperature variable environmental conditions based on the daily weather forecast. May be exposed to seasonal temperatures and precipitation, dust etc. Noise: subject to aircraft engine and equipment noise. Safety equipment: gloves, safety work boots, safety goggles/glasses, ear plugs and/or other personal protective equipment depending on job assignment, etc. All candidates must be able to pass a fingerprint criminal history check in order to receive airport badge. Additional Job Requirements for Passenger Customer Service Ability to deal with face to face conflict resolution Flexibility that allows for adjusting start/end shift times based on changes with scheduled flights Strong customer service skills that require a positive, professional and friendly attitude at all times Ability to remain composed in all types of situations Ideal candidate must be comfortable addressing challenging situations communicating information on delayed flights, charges on overweight luggage and angry/irate customers Must complete computer based training on airline software systems and pass required testing. Must be self-motivated to complete required computer training courses on a monthly basis Attention to detail is important as it relates to airline and FAA regulations #TMCA QUALIFICATIONS Education/Certification High school diploma or GED. Must possess and maintain a valid Ohio driver license, in good standing. Experience Heavy machinery and/or vehicle operator experience preferred. Skills/Abilities Ability to read and understand training manuals. Ability to work well independently. Ability to cooperate and communicate well with others. Ability to maintain a positive attitude. Required to have regular and predictable attendance. Ability to work as part of a team, take direction and learn quickly in a fast-paced environment. Strong computer skills. PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION Climbing Up to three flights including ladders, stairs, ramps, etc. Stooping Bending downward and forward at the waist. Requires full use of lower extremities and back muscles. Kneeling Resting on knee or knees. Crouching Bending downward and forward at the leg and spine. Reaching Extending hand(s) and arm(s) in any direction. Standing For extended time periods, potentially outdoors in varying temperatures. Walking Especially for long distances. Pushing Using upper body to press against something with steady force. Pulling Using upper body to draw, drag, haul, or tug objects. Lifting Use of upper body and back muscles to lift objects. Grasping Using fingers and palm on an object for gripping, lifting and pushing. Average hearing Ability to hear average or normal conversations and receive ordinary information. Fine, acute visual abilities Fine visual acuity, color vision; or depth perception and/or field of vision. Physical strength Must be physically able to perform the essential functions and basic duties of assigned job. Ability to lift up to 70 lbs. #J-18808-Ljbffr