Support Svc Coordinator

GRUPO EULEN USA; Hempfield Township (Westmoreland County); On-site; USD 18,000 - 28,000; Full time

Job summary

GRUPO EULEN USA is hiring an Airport Wheelchair Attendant to assist passengers with disabilities, ensuring safety and courteous service in a fast-paced environment.

You will use GHDS SSR computer systems, follow ACAA and CFR Part 382 guidelines, and coordinate with airlines, managers, and customers.

The role requires high school or GED, prior airport experience, ability to lift as needed, and willingness to work rotating shifts including weekends.

Qualifications

• High School Diploma or GED required.
• Previous airport experience in assisting customers with disabilities.
• Ability to work under pressure to meet deadlines with exemplary service.
• Good computer skills and willingness to learn GHDS SSR system.
• Knowledge of ACAA and CFR Part 382 for passengers with disabilities.
• Judgement and quick decision-making with discretion and confidentiality.
• Able to sit for long periods and occasionally lift 70–600 lbs with assistance.
• Strong verbal and written communication with business partners and customers.
• Resilient, multitask in a fast-paced airport environment.
• Willingness to work rotating shifts, weekends, holidays, and holidays.

Responsibilities

• Exceed Eulen America's and airlines' customer service and safety standards.
• Dispatch wheelchair attendants and record incoming client requests.
• Confirm pickup and drop-off for passengers assisted on devices.
• Answer calls for wheelchair requests; dispatch agents to counters and flights.
• Communicate status of wheelchair requests to airlines.
• Maintain open communication with team members and clients.
• Reassign duties to meet wheelchair demand.
• Maintain radio communications with managers, coordinators, supervisors, and airline reps.
• Complete and maintain daily reports and incident reports involving customers.

Skills

Airport experience

Computer skills

ACAA CFR 382 knowledge

Judgement

Discretion

Multitasking

Communication

Lifting ability

Shift flexibility

Attendance

Education

High School Diploma or GED

Tools

GHDS SSR system

Job description

Job Details

Description

• 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.

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