(ORD) Supervisor, Passenger Assistance

unitedgroundexpressexternal; Illinois; On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Flight privileges

Discount program for flights

Medical plan options

401(k)

Paid training

Parking or transportation assistance

Job summary

United Ground Express at Chicago O’Hare International Airport is seeking a Supervisor, Passenger Assistance to lead the station team in delivering excellent customer service and ensuring safety, quality, and regulatory compliance. You will oversee wheelchair services, baggage assistance, security duties, queue support and related duties.

The role requires a high school diploma, strong English communication, and the ability to manage schedules, training, and staffing while adapting to high-volume

Qualifications

• Minimum of a high school diploma, GED or equivalent.
• Ability to understand and communicate verbal and written instructions in English.
• Must be detail-oriented and able to perform multiple tasks making independent decisions involving the operation.
• Must possess strong verbal and written communication skills.
• Intermediate experience with MS Office Applications.
• Must be 18 years of age or older.
• Must be legally authorized to work in the United States.
• Must pass pre-employment screenings.
• Must meet necessary requirements to obtain a security sensitive identification badge.
• Must complete all training and maintain certification through employment.
• Must possess and maintain a valid US state driver's license.

Responsibilities

• Establishing shift assignments for both full-time and part-time employees.
• Set a positive example for the station team members to ensure excellent customer service.
• Maintain a positive work environment, strong employee relations and collaborative relationships.
• Solicit customer feedback to understand customer needs and opportunities to improve their travel experience.
• Demonstrate a calm demeanor during periods of high volume or irregular operations.
• Provide coaching and direction to the station team to achieve or exceed performance and quality standards.
• Schedule, monitor and maintain agents to ensure proper staffing levels while delivering a superior level of customer service.
• Ensure all agents are properly trained and understand their assigned duties.
• Ensure any injuries, incidents, accidents, and/or customer service issues are properly documented and processed.

Skills

Verbal & written English

Attention to detail

Multitasking

MS Office

Communication skills

Education

High school diploma / GED

Tools

MS Office

Job description

What to expect:

The Supervisor, Passenger Assistance is responsible for supporting the Passenger Assistance team and delivering UGE's flyer friendly service to our customers as well as ensuring compliance with all safety, quality and compliance standards established by United Ground Express, United Airlines and any regulatory authorities. This position will consist of supervising a variety of duties within the airport, including:

• Wheelchair Services
• Baggage Assistance
• Security duties as assigned
• Queue line assistance
• Other Duties as assigned

How you will make an impact:

• Ensure compliance with safety requirements, including security checkpoint
• Establishing shift assignments for both full-time and part-time employees
• Set a positive example for the station team members to ensure excellent customer service
• Maintain a positive work environment, strong employee relations and collaborative relationships
• Solicit customer feedback to understand customer needs and opportunities to improve their travel experience
• Demonstrate a calm demeanor during periods of high volume or irregular operations
• Provide coaching and direction to the station team to achieve or exceed performance and quality standards
• Schedule, monitor and maintain agents to ensure proper staffing levels while delivering a superior level of customer service
• Ensure all agents are properly trained and understand their assigned duties
• Ensure any injuries, incidents, accidents, and/or customer service issues are properly documented and processed
• Comply with all safety, security, and customer service quality standards and procedures
• Perform other duties as assigned

What you will bring:

Required Experience, Qualifications & Skills:

• Minimum of a high school diploma, GED or equivalent
• Ability to understand and communicate verbal and written instructions in English
• Must be detail-oriented and able to perform multiple tasks making independent decisions involving the operation
• Must possess strong verbal and written communication skills
• Intermediate experience with MS Office Applications
• Must be 18 years of age or older
• Must be legally authorized to work in the United States
• Must pass pre-employment screenings
• Must meet necessary requirements to obtain a security sensitive identification badge.
• Must complete all training and maintain certification through employment
• Must possess and maintain a valid US state driver's license (suspended, expired, revoked, or denied licenses are not valid)

Preferred Experience, Qualifications & Skills

• Strong communication and interpersonal skills
• Strong problem-solving skills and drive for operational excellence while taking responsibility for decisions
• Organizational and planning skills
• Strong leadership skills with the ability to motivate and coach others
• Must be able to handle multiple situations simultaneously.
• Must be an analytical thinker, be a goal-directed leader and demonstrate service-oriented performance
• Must be familiar with all FAA/TSA/Airline/Company regulations
• Previous airport and/or customer service experience preferred
• Previous radio/phone dispatch experience preferred
• Previous supervisory experience preferred

Note: ForinternalUGEcandidates (current UGE Employees), please be sure to attach the Internal Candidate Eligibility Form, filled out by your direct supervisor, to your application. The form can be found on the UGE Talent Acquisition SharePoint Page or by clicking here: Internal_Candidate_Eligibility_Form.2024.

Total Rewards:

Salary will be competitive and commensurate with experience.

As a UGE employee you’ll receive the following:

• Flight privileges: Our employees and their families can fly anywhere in the world on stand-by across United Airlines' amazing global network.
• Discount Program: 20% off for flight tickets with United Airlines
• Vacation, Sick Time, and Floating Holidays
• Access to Medical Plan Options including PPO, Dental, Vision, Personal Accident, and Life Insurance
• Flexible Spending Accounts, Long Term Disability,
• 401(k)
• Paid Training
• Paid parking or transportation assistance
• Participation in the UGE annual incentive plan

ADA Specifications

• Ability to communicate and interact with others in the English language, both oral and written
• Ability to operate a computer to enter and retrieve data
• Ability to lift up to 70lbs on a consistent basis
• Ability to pass all pre-screening clearances (including a background check, hearing and vision tests, and drug screen)

UGE is an Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBTQ

United Ground Express, as an equal opportunity employer, makes hiring decisions based on business needs and the best-qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category.

Chicago O'Hare International Airport