Support Svc Coordinator

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, but are not limited to:

• Exceed Eulen America 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 on a daily basis


• 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 records incoming client requests for service.


• Ensure all Wheelchair Agents immediately confirms pickup and drop off  passengers assisted on their electron devices


• Answer multiple phone calls for wheelchair requests from airlines inputting Wheelchair requests and dispatching agents to  Ticket Counters, Arriving and Boarding flights


• Communicate 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 and to meet demand of Wheelchair requests


• Maintain radio communication with Managers on Duty, Terminal Coordinators Supervisors and airline reps


• Maintain 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, concern involving 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 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 on a daily basis


• Excellent judgement; ability to ask smart questions and make quick impactful decisions


• Discretion and confidentiality working with private information


• Ability to continuously sit for 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 multi task and be adaptable in 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 good attendance record


• Ensure completion of Incident Reports for issue, incident, injury of any customer or team member


• Basic computer skills & proficiency in writing reports