Lead Wheelchair
Menzies Aviation Careers•Memphis, TN
•Onsite
About The Position
The Lead Wheelchair Agent is responsible for supporting and coordinating wheelchair assistance operations while providing leadership and guidance to wheelchair agents. This role ensures passengers with mobility needs receive safe, timely, and professional assistance throughout the airport while maintaining high customer service standards and operational efficiency.
Requirements
- High school diploma or GED
- Must be 18 years of age or older
- Six (6) months of wheelchair assistance, customer service, hospitality, or airport operations experience
- Strong communication, interpersonal, and organizational skills
- Ability to work effectively in a fast-paced airport environment
- Ability to remain patient, professional, and customer-focused under pressure
- Ability to work flexible schedules, including nights, weekends, holidays, and overtime
- Basic communication and teamwork skills
- Reliable attendance and punctuality
- Must have reliable telephone and transportation
- Must be able to take verbally direct in English
- Must be able to read, write, understand and carry out instructions in English
- Must pass pre-employment and random drug tests
- Must pass a pre-employment background check
- Must meet necessary requirements to obtain a security sensitive identification badge
- Must be in proper uniform or business attire as directed by company officials
- Identification badges must always be visible
- Adhere to company policies and procedures and participate in achievement of company objectives
- Treat all information as confidential
Nice To Haves
- Prior leadership or supervisory experience
Responsibilities
- Lead and support wheelchair agents during daily passenger assistance operations
- Coordinate wheelchair service assignments and monitor coverage throughout airport terminals and gate areas
- Assist passengers requiring wheelchair or mobility assistance with transportation through the airport
- Ensure timely service for departures, arrivals, and connecting passengers
- Provide exceptional customer service to passengers, families, airline staff, and airport personnel
- Assist with training and mentoring new wheelchair agents on customer service, safety procedures, and operational expectations
- Monitor team performance and address operational issues or service delays promptly
- Communicate effectively with gate agents, dispatchers, supervisors, and airline personnel regarding passenger needs and service updates
- Ensure compliance with airport safety procedures, TSA regulations, and company policies
- Assist with resolving passenger concerns or escalated service issues professionally
- Maintain accurate operational records, service logs, and incident reports when required
- Support operations during peak travel periods, delays, cancellations, and irregular operations
- Promote a professional, team-oriented, and customer-focused work environment
- Perform other duties as requested
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
