Airport Wheelchair Agent F/T - T6 - JFK

Unifi•New York, NY

9h•Onsite

About The Position

This role involves assisting passengers with a smile and friendly face through arrival and check-in processes, with an emphasis on supporting passengers with special needs such as those requiring wheelchair assistance, visually impaired, deaf, and unaccompanied minors. The agent will handle all aspects of wheelchair support, operate tablets and a computerized system, assist with boarding and baggage service, manage reservations, and resolve related complaints and problems. Additionally, the agent will direct passengers through Customs, Immigration, and Quarantine, and assist Ramp Service Agents to ensure wheelchairs, strollers, and gate-checked bags are handled correctly. The role requires operating equipment like the jet bridge and carrier-specific reservation/ticketing software, and overseeing all customer service issues related to wheelchair-bound customers. Performs other related duties as assigned within the appropriate skill and experience capabilities expected for this position.

Requirements

3+ years of customer service experience required.
Must be open minded and ready to work as part of a detail-oriented team.
Fluency in English is a must.
Must be a local (in-state) resident.
Successfully pass pre-employment drug screen and background check.
Must be at least 18 years of age.
Must be able to complete all trainings required for this position.
Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
Must complete ramp and SIDA training to obtain airport authority identification security.
Excellent customer service skills.
Strong work ethic.
Ability to work in a team-oriented environment.
Proficient in the use of tablets and computers.
Able to understand documents, learn and follow ticketing procedures, and other rules and regulations.
Able to communicate information and instructions verbally and/or via radio equipment.
Able to communicate effectively in a professional manner.
Able to work quickly and efficiently to meet tight time restrictions.

Responsibilities

Assist passengers with a smile and friendly face through arrival and check-in processes; emphasis with support for passengers with special needs such as passengers needing wheelchair assistance, visually impaired, deaf, and unaccompanied minors.
Handle all aspects of wheelchair support by operating tablets, a computerized system, boarding, baggage service, reservations and resolving related complaints and problems.
Direct passengers through Customs, Immigration, and Quarantine.
Assist Ramp Service Agents to ensure that wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to passengers upon arrival.
Operate equipment to include the jet bridge, computer keyboards, and carrier-specific reservation/ ticketing software.
Oversee all customer services issues related to wheelchair bound customers.
Performs other related duties as assigned within the appropriate skill and experience capabilities expected for this position.
Must be able to lift / carry / push / pull and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.
Must be able to work an entire shift standing up.
Must be able to walk, climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.
Must be able to work in cramped or high places.
Must be able to carry heavy items up and down jet bridge stairs.