Support Svc Coordinator

GRUPO EULEN USA; Hempfield Township (Westmoreland County); On-site; USD 30,000 - 45,000; Full time

Job summary

GRUPO EULEN USA in Hempfield Township is seeking a dedicated customer service professional to assist passengers with disabilities at the airport. Responsibilities include ensuring compliance with safety standards, dispatching wheelchair attendants, and maintaining communication with team members.

The ideal candidate must have a high school diploma, previous airport experience, and excellent communication skills, as well as the ability to work under pressure and adapt in a fast-paced environment. This position may require flexible shifts, including weekends and holidays.

Qualifications

• High school diploma or GED equivalent.
• Previous airport experience in assisting customers with disabilities.
• Ability to work under pressure to meet deadlines.
• Excellent verbal and written communication skills.
• Ability to work rotating shifts including weekends and holidays.

Responsibilities

• Exceed customer service and safety standards.
• Perform daily debriefs to ensure compliance with ACAA.
• Dispatch wheelchair attendants and record requests.
• Maintain open communication with team members.
• Complete daily reports/logs and incident reports.

Skills

Customer service

Communication skills

Ability to work under pressure

Judgment and decision-making

Computer skills

Education

High school diploma or GED

Job description

Description

Exceed Eulen America’s and airlines’ customer service and safety standards. Knowledge of and familiarity with the Air Carriers Access Act and Department of Transportation Regulations (CFR Part 382) for passengers with disabilities, volume of new information daily. Perform daily debriefs with team members to ensure compliance with the ACAA and provide a 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 of passengers assisted on their electronic devices. Answer multiple phone calls for wheelchair requests from airlines, input wheelchair requests, and dispatch agents to ticket counters, arriving and boarding flights. Communicate the status of wheelchair requests to airlines. Practice open and continuous communication and keep 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 employee deviations due to connections to other terminals. Assign breaks to agents and 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 exemplary customer service.
• Good computer skills; ability and willingness to learn the GHDS SSR computer system.
• Knowledge of and familiarity with the Air Carriers Access Act and Department of Transportation Regulations (CFR Part 382) for passengers with disabilities, volume of new information daily.
• Excellent judgment; 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 adapt 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 any issues, incidents, or injuries of customers or team members.
• Basic computer skills & proficiency in writing reports.