Lead Agent, Cross-Utilized

Trego-Dugan Aviation Inc; Garden City (KS); On-site; USD 35,000 - 45,000; Full time

Job summary

A regional aviation firm located in Kansas is seeking a Lead Agent to coordinate ground services for commercial and charter flights. The ideal candidate will have at least one year of experience in the aviation industry and must comply with FAA and TSA regulations. Duties include training staff, managing operations, and ensuring high standards of customer service. This role requires working flexible hours, including nights and weekends, and involves hands-on operational and administrative responsibilities.

Qualifications

• Must have at least 1-year experience in the aviation industry.
• Six months of experience equivalent to an airline service agent.
• Must maintain various necessary certifications.

Responsibilities

• Plan and direct CSA/GOA operations for flights.
• Train and direct assigned CSA/GOA Services Agents.
• Ensure compliance with FAA and TSA regulations.

Skills

Effective communication

Problem-solving

Attention to detail

Customer service

Team-oriented

Reliability

Education

1-year experience in aviation

Tools

Aircraft handling equipment

Job description

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.

Lead Agent

Essential Duties And Responsibilities

You must plan , organize, direct, and participate in CSA/GOA operations for both contracted commercial flights and charter aircraft. CSA/GOA operations include passenger check‑in, security screening, baggage transfers to and from aircraft, aircraft de‑icing, aircraft cleaning, lavatory services, and aircraft power unit hookups.

Directs and trains assigned CSA/GOA Services Agents. Training includes new employee training and ongoing in‑service training, including monthly compliance and yearly safety training. You must maintain the required training records.

Implements departmental policy as directed for CSA/GOA Services operations. Advises the Manager/Supervisor on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.

Coordinates CSA/GOA Services activities with air carrier personnel, station managers, and Transportation Security Administration (TSA) representatives as required for assigned shifts.

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, towbars 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. You must attend regular and as‑needed meetings.

You must maintain emergency checklists and supplies.

As required, prepare and submit verbal and written reports on ground service activities and Agents.

Updates Multi‑User Flight Information Display System (MUFIDS) as required.

You must coordinate communications between the Airport, airline dispatch personnel, and flight captain, including, but not limited to, information related to passenger manifests, weight/balance, fueling requirements, on/off times, uplift, flight release, and weather packages.

Handles other business‑related responsibilities involving billing, correcting/updating payment data, collecting payments, ordering supplies, and other similar duties.

Must be available to work varied hours, including swing and graveyard shifts, plus weekends and holidays.

Other duties as assigned by the manager.

Competency/Behavioral Requirements

• Direct and participate in the work of daily CSA/GOA Services 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 team member in carrying out 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 ways of doing things abiding by TDA/Airline's policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done.
• Be persistent in the face of obstacles.

Physical Demands

Performs bending, squatting, kneeling, walking, climbing, and reaching from ground level to overhead; possesses the ability to grip objects. Must be able to push, pull, lift, and carry heavy objects, luggage, and packages (up to 75 pounds) in and out of aircraft within confined aircraft cargo space or onto or from a conveyor belt. Must be able to ascend to a height of 40 feet for deicing aircraft; must be able to respond to audio transmitted information or alarms; must be able to distinguish color for such things as aircraft wingtip lights and aircraft instrument panel lights; may be subject to standing for long periods.

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 1-year experience in the aviation industry. At least six months of experience must be equivalent to that of an airline service agent, including ticketing and ramp services support. Must receive initial/advanced CSA/GOA Services training required by the individual airlines within the probationary period.
• Knowledge: Thorough working knowledge of the aircraft used at the station. Thorough working knowledge of current FAA/TSA security directives & the procedures affecting CSA/GOA Services, and general procedures for passenger processing and baggage transfers.
• Licensing/Certification: Must possess a valid Driver's License; must obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airline companies; a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period; must possess the following certificate of training upon hire: Deicing/Anti-Icing if required, Aircraft Pushback, security search, and Security Exit Door training.
• Miscellaneous Requirements: Must successfully pass a background investigation with a fingerprint‑based criminal records check by Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration. Safety‑sensitive employees must pass periodic random drug testing as required in 49 Code of Federal Regulations Part 40. Must be able to work various assigned shifts, including evenings and weekends.
• Must be in good standing with the company to apply.
• Subject to emergency call‑in.