Lead Agent, Passenger Service

TREGO DUGAN AVIATION OF GRAND ISLAND INC•Greer, SC

About The Position

Lead Customer Service Agent is responsible for the direct oversight of Airline product and provides direction, training and support to Customer Service Agents to ensure that productivity levels and customer service requirements are being met and that front-line employees are complying with all safety, quality, and compliance standards established by the Company, by our clients, and by regulatory authorities. Lead by example, exemplifying integrity, professionalism and excellent communication skills. Motivate to achieve results while leading people fairly and with respect. Must be totally committed to the importance of serving the customer and have an excellent customer service focus.

Requirements

Requires a 1-year of experience in the aviation industry. At least 6 months of experience must be equivalent to an Airline Service Agent to include ticketing and/or Ramp Services support.
Thorough working knowledge of the types of aircraft used at the station.
Thorough working knowledge of current FAA/TSA security directives & the procedures affecting Ramp Services as well as general procedures for passenger processing and baggage transfers.
Must successfully pass a background investigation with a fingerprint-based criminal records check in accordance with Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration.
Must pass periodic random drug testing as required in 49 Code of Federal Regulations Part 40 for safety-sensitive employees.
Must be able to work a variety of assigned shifts including evenings and weekends.
Must be able to carry 70-pound suitcase from the floor to 18 inches and carry 70-pound suitcase in front of you with both hands for a distance of up to 25 feet; must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time. Must have sufficient vision and ability to safely perform the essential functions of the position.

Responsibilities

Plans, organizes, directs, and participates in the Customer Service operations for both contracted commercial flights and charter aircraft. Customer Service operations include passenger check-in, security screening, baggage transfers to and from aircraft, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.
Directs and trains assigned Customer Service Agents working the product. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training. Maintains required training records.
Schedules On the Job Training (OJT) as required including record keeping.
Completes the weekly airline deposits and daily sales reports, as well as other reports as requested by the Station and our Customer Service Manager.
Troubleshoot Agent and Passenger issues, providing short- and long-term solutions.
Daily review of the aircraft flight schedule and advise the Station Manager and others as required.
Order supplies as required and notification of all necessary parties.
Responds to procedural questions from Agents, while encouraging independence and additional training as needed.
Implements departmental policy as directed for Customer Service operations. Advises the Customer Service Supervisor on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
Coordinates Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
Participates in the operation and training of various types of ground equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, tow bars and portable stairs in and around aircraft. Ensures ground equipment is always maintained in good working order.
Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives and procedures. Implements necessary changes in operations as directed. Attends regular and as-needed meetings.
Maintains emergency checklists and supplies.
Prepares and submits verbal and written reports related to ground service activities and Customer Service Agents as required.
Creates and maintains a frequently asked question manual for agents.
Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays.