ACES - Newark Airport

Block by Block•New York, NY

10h•Onsite

About The Position

Airport Customer Experience Specialists (ACES) provide information and assistance to travelers to make their airport experience pleasant and convenient. They greet travelers, provide directions within the airport, explain ground transportation options, assist with baggage and passengers with disabilities, and provide other general assistance. The role is performed within airport terminals and assigned adjacent areas, or via a teleporting system. ACES maintain a visible presence, help deter unwanted activity, and promptly report concerns to management and PANYNJ police through established communication methods. ACES are members of a union and are covered by the applicable collective bargaining agreement for their airport location. This is a non-exempt position with no direct reports. It reports to a Director, General Manager, or Operations Manager. The listed pay rate is $21.50 per hour. The position requires continuous standing and walking during eight- or ten-hour shifts, with normal breaks and a meal break, and work on station platforms in all conditions using provided inclement-weather gear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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- 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 highly visible presence in assigned airport terminals and adjacent areas, or via the teleporting system, and proactively greet travelers and offer information and directions.
Use company-issued iPads and application software to help travelers navigate the airport and find transportation, destinations, and other requested information.
Assist people with disabilities, including those using wheelchairs or other mobility devices, in a courteous and customer-focused manner.
Explain transportation options, including taxis, rideshare, parking, rental cars, public transportation, and payment options, and maintain knowledge of airport layout and services.
Report unwanted behavior and unsafe activities or conditions to management and PANYNJ police through established communication methods.
Circulate through assigned terminals as a visible, uniformed deterrent to unwanted activity.
Maintain a friendly, 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.
Report 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 coverage.
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.