Support Svc Coordinator

Aviation; Jamaica (VT); On-site; USD 30,000 - 42,000; Full time

Job summary

Aviation is seeking a Wheelchair Attendant to support passengers with disabilities at our airport operations. You will ensure safety, assist with boarding, and coordinate with teams to meet customer service standards.

The role requires a high school diploma, ability to work under pressure, and willingness to work rotating shifts, weekends, and holidays. Prior airport experience and knowledge of ACAA regulations are a plus.

Qualifications

• High School Diploma or GED required.
• Experience assisting customers with disabilities preferred.
• Ability to work under pressure to meet deadlines while maintaining a positive attitude.
• Knowledge of Air Carriers Access Act and CFR Part 382 for passengers with disabilities.

Responsibilities

• Exceed service and safety standards for passengers with disabilities.
• Perform daily debriefs to ensure regulatory compliance.
• Dispatch wheelchair attendants and record service requests.
• Input wheelchair requests and coordinate dispatch to counters and flights.
• Communicate status of requests to Airlines and teammates.
• Maintain incident reports and daily logs of issues involving customers.

Skills

Customer service

Stress under pressure

Communication skills

Team collaboration

Education

High School Diploma or GED

Tools

GHDS SSR computer system

Job description

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