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
