ACES - Newark Airport

SMS Holdings•New York, NY

6d•Onsite

About The Position

Airport Customer Experience Specialists provide information and assistance to travelers to make their airport experience pleasant and convenient. They assist with ground transportation, baggage, mobility needs, directions, and other general requests within airport terminals and assigned adjacent areas. ACES maintain a visible presence, proactively engage travelers, and report safety concerns and other issues to management. This is a union position covered by the applicable airport-location collective bargaining agreement.

Requirements

At least one year of experience in hospitality or customer service.
At least 18 years old.
High school diploma or GED.
Excellent English communication skills, including speaking, reading, and writing, to prepare basic reports and communicate with travelers and staff.
Ability to stand and walk continuously during eight-hour and ten-hour shifts, with normal breaks and a meal break.
Ability to work on station platforms in all conditions using provided inclement-weather gear.

Responsibilities

Maintain a visible presence in assigned airport terminals and adjacent areas, greeting travelers and providing information and directions.
Use company-issued iPad application software to help travelers navigate the airport and locate transportation, destinations, and other services.
Assist passengers with disabilities, including those using wheelchairs or other mobility devices.
Explain airport transportation options, including taxis, rideshare, parking, rental cars, public transportation, and payment options.
Maintain knowledge of the airport layout and available services.
Report unwanted behavior and potentially unsafe activities or conditions to management and PANYNJ police through established communication methods.
Circulate through assigned terminals as a visible uniformed presence to deter unwanted activity.
Maintain a friendly and positive environment in compliance with applicable laws, regulations, policies, procedures, and Block by Block and PANYNJ standards.
Respond to emergencies according to Block by Block and PANYNJ protocols.
Record activities and metrics using an airport iPad, phone, and/or radio.
Perform other duties as assigned.

Benefits

Medical insurance with available FSA and/or HSA
Dental insurance
Vision insurance
Short-term and long-term disability insurance
Life insurance
Accidental death and dismemberment coverage
Critical illness and accident coverage
Vacation, sick time and/or PTO where required by local requirements and contract agreements
Paid leave where required by law
Holidays and floating holidays where required by contract agreement
Birthday pay, eligible after one year of service at most locations unless otherwise stated in the CBA
Jury duty leave where required by law
Employee recognition awards
Employee referral bonus program for hourly employees
401(k) retirement savings plan
Union benefits may be available