Lead Passenger Service Agent

ISS•Houston, TX

30d•$15 - $16

About The Position

The Lead Passenger Service Agent is responsible for daily management and organization of passenger service operation. This position will act as the onsite supervisor for all Passenger Services Supervisors at the site.

Requirements

Must have at least (1) year previous supervisory experience
Must be able to provide “hands on” oversight and direction to passenger service agents
Must be proficient in reading, writing, and speaking English
Must be able to clear/satisfy all background checks and other security requirements for obtaining clearance to the facility at which work is to be performed
Must be able to communicate effectively with subordinates, customer representatives and upper management
Must be proficient at performing administrative tasks associated with the direction of the above referenced workforce, scheduling, and completion of work to be performed
Must be able to demonstrate good judgment and the ability to conduct oneself in a professional manner

Nice To Haves

Previous experience in a union environment preferred

Responsibilities

Comply with safety rules, policies and procedures set forth by ISS Facility Services, Customer Airline, Airport Authorities, and U.S. Customs
Perform work assignments in a team with other employees
Maintain clean work area
Follow all company procedures, policies, and rules
Take direction and respond to supervision
Communicate with the lead, supervisor, co-workers, managers, and customers professionally
Understand customer service and satisfaction
Understand reporting systems and the environment
Meet with customer on a regular basis
Responsible for the preparation of the flight
Ensure staff meet uniform standards
Present a professional appearance and conduct
Record flight information for billing reconciliation
Submit shift reports
Assist with operation where needed
A solid commitment to the guest experience
Always remember safety first
Being available during audits from customer airline and internal
Mentoring new hires through OJT
Understand and record employee availability
Ensure counter set up meets customer requirements
Operate a jet bridge
Work directly with customer during Station Emergencies
Cash handling and recording
Assign duties to agents
Ensure aircraft doors closed, and jet bridge pulled no later than 5 minutes before STD
All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.