IND Gate Coordinator (Wheelchair)

Menzies Aviation Careers•Indianapolis, IN

10d•Onsite

About The Position

The Gate Coordinator coordinates wheelchair and mobility assistance services for arriving, departing, and connecting passengers. The role works with wheelchair agents, gate agents, airline personnel, airport operations, supervisors, and passengers to monitor requests, dispatch and track personnel, coordinate transfers, and manage gate activity. The coordinator helps ensure service standards and operational requirements are met while providing professional and respectful service to passengers requiring mobility assistance. The position also supports staffing and equipment allocation, communicates operational changes and concerns, helps passengers navigate airport facilities, and protects passenger privacy. The role requires compliance with airport procedures, workplace safety rules, the company’s Substance Misuse Policy, and applicable security requirements.

Requirements

High school diploma or equivalent.
Must be at least 18 years of age.
Good working knowledge of office software applications, including word-processing, spreadsheet, and data-management software.
Treat all information as confidential.
Tact in dealing with situations, client representatives, employees, and the public.
Ability to follow verbal and written instructions.
Ability to communicate clearly and concisely in English, verbally and in writing.
Detail-oriented and able to perform with minimal supervision.
Ability to handle multiple situations simultaneously.
Excellent radio and telephone skills.
Ability to lift, stoop, squat, push, stand, and/or bend throughout the shift.
Ability to lift, carry, and/or hold up to 75 lbs.
Must pass pre-employment and random drug tests and complete a criminal background check.
Must meet requirements to obtain a security-sensitive identification badge.
Must be a U.S. citizen or have the necessary authorization from the Immigration and Naturalization Service (INS).

Nice To Haves

Previous airport and/or customer service experience.
Previous radio or phone dispatch experience.
Previous supervisory experience.

Responsibilities

Coordinate wheelchair and mobility assistance for arriving, departing, and connecting passengers.
Monitor wheelchair service requests and ensure passengers are assisted within established service standards.
Dispatch wheelchair agents to gates, aircraft, terminals, baggage claim areas, and other designated locations.
Track wheelchair agents and assignments throughout the shift.
Coordinate passenger transfers and connections requiring wheelchair assistance.
Communicate changes in passenger needs, flight schedules, gate assignments, delays, and other operational conditions to relevant personnel.
Monitor staffing and equipment levels, reassign personnel as needed, and prioritize requests according to passenger needs, schedules, connections, and operational requirements.
Maintain awareness of arriving and departing flights and anticipate wheelchair service demand.
Coordinate with airline gate agents, airport personnel, supervisors, and other operational teams regarding passenger assistance and coverage.
Monitor gate activity and identify potential service delays or operational concerns.
Report staffing shortages, service delays, passenger concerns, equipment issues, and other operational challenges to supervisors.
Support efficient movement of wheelchair agents throughout the terminal in compliance with airport procedures.
Provide courteous and respectful service, assist passengers with navigating airport facilities, and communicate clearly about destinations and assistance needs.
Maintain awareness of passenger-specific requirements, protect passenger privacy, and escalate passenger concerns to management when necessary.
Follow workplace health and safety information, training, rules, and procedures; comply with the company’s Substance Misuse Policy.
Perform other duties as requested.