Associate, Ground Transportation Agent

DFW International Airport•Grapevine, TX

4d•Onsite

About The Position

Under general supervision of the Ground Transportation Shift Supervisor, the Associate, Ground Transportation Agent monitors commercial ground transportation activity at airport passenger loading areas, administers transportation rules and regulations, provides information to customers, and assists customers who report problems with commercial operators. The role involves monitoring operator compliance and service needs, communicating with the Ground Transportation Dispatcher, responding to passenger and public inquiries, processing complaints, and reporting illegal activity or emergencies. The agent also supports passenger loading operations, maintains the work area and supplies, provides testimony at hearings and in court, distributes passenger guides, tracks taxis at the stand, and assists with terminal evacuations when necessary. The position works in and around airport terminals and passenger loading areas, including outdoors for extended periods in inclement weather and in environments with dust, vehicle emissions, fumes, and noise. It requires prolonged standing and sitting, communication in person, by telephone, and by two-way radio, and driving to locations on airport property. Flexible hours and rotating shift assignments are required. This is a designated safety-sensitive position and requires passing a pre-employment drug test and submitting to random drug screening during employment.

Requirements

One year of customer service experience.
Completion of high school curriculum or equivalent.
Valid Class C driver’s license.
Obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge in accordance with TSA requirements and DFW Airport’s Airport Security Program within 30 days of employment, and maintain qualification upon each badge renewal.
Pass a drug test before employment and submit to random drug screening during employment in this designated safety-sensitive position.
Ability to work flexible hours and rotating shift assignments.
Ability to understand and follow oral and written instructions.
Ability to prepare and maintain routine records and reports on a computer.
Ability to think and act quickly in emergencies.
Ability to communicate clearly over a two-way radio.
Ability to communicate clearly, pleasantly, and effectively, orally and in writing, and remain calm in stressful situations.
Ability to maintain effective working relationships with other departments and handle difficult public relations problems.

Nice To Haves

Ability to speak a foreign language.
Ability to ride a Segway after receiving training from Airport staff.

Responsibilities

Monitor ground transportation operations for compliance with the Code of Rules and Regulations and write reports of noncompliance.
Monitor assigned ground transportation loading areas to assess activity levels and plan for anticipated service needs.
Use a two-way radio or telephone to verify commercial operators’ arrival at assigned passenger loading areas and communicate service needs to the Ground Transportation Dispatcher.
Respond to information requests from patrons and the public; provide complaint forms, assist with their completion, and forward complaints to a supervisor for appropriate action.
Inspect dispatch tickets, driver permits, and driver manifests to verify that operators report to assigned locations.
Assist the Ground Transportation Dispatcher in reassigning commercial operators to different loading areas.
Greet passengers and observe loading areas to monitor commercial operators loading passengers and baggage into vehicles.
Keep the work area clean and ensure podiums are stocked with needed supplies.
Report illegal ground transportation activity or emergency situations to DPS by two-way radio or telephone.
Testify at Ground Transportation appeal hearings, parking adjudication hearings, and in municipal court to provide case-related information.
Distribute guides to passengers.
Track the number of cabs at the stand.
Assist in evacuating the terminal area when necessary.
Drive to locations on airport property.