Lead Wheelchair

Menzies Aviation Careers•Greer, SC

1d•Onsite

About The Position

The Lead Wheelchair Agent supports and coordinates wheelchair assistance operations and provides leadership and guidance to wheelchair agents. The role ensures passengers with mobility needs receive safe, timely, and professional assistance throughout the airport while maintaining high customer service standards and operational efficiency. The position involves coordinating service assignments and coverage across terminals and gate areas, assisting passengers with mobility needs, mentoring agents, monitoring service quality, communicating with airport and airline personnel, and helping resolve operational or passenger-service issues. The Lead Wheelchair Agent also maintains required operational records and supports service during peak periods and irregular operations. The role requires extensive walking and continuous standing and walking during shifts, frequent interaction with passengers, and the ability to push passengers in wheelchairs for extended periods. The employee must follow airport safety procedures, TSA regulations, company policies, and workplace health and safety requirements. Employment is subject to pre-employment and random drug testing, a background check, and meeting the requirements to obtain a security-sensitive identification badge.

Requirements

High school diploma or GED.
Must be at least 18 years of age.
Six 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.
Reliable telephone and transportation.
Must be able to take verbal direction in English and read, write, understand, and carry out instructions in English.
Must pass pre-employment and random drug tests and a pre-employment background check.
Must meet requirements to obtain a security-sensitive identification badge.
Must wear proper uniform or business attire as directed by company officials and keep identification badges visible.
Must be able to push passengers in wheelchairs for extended periods and stand and walk continuously throughout shifts.
Must be able to lift, push, and pull up to 50 pounds occasionally and assist passengers safely during boarding and deplaning operations.
Must follow company policies and procedures and participate in achieving company objectives.

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.
Provide timely service for departing, arriving, and connecting passengers.
Provide customer service to passengers, families, airline staff, and airport personnel.
Train and mentor new wheelchair agents on customer service, safety procedures, and operational expectations.
Monitor team performance and promptly address operational issues or service delays.
Communicate passenger needs and service updates to gate agents, dispatchers, supervisors, and airline personnel.
Ensure compliance with airport safety procedures, TSA regulations, and company policies.
Professionally assist with passenger concerns and escalated service issues.
Maintain 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.
Take reasonable care of personal and others' health, safety, and wellbeing at work and follow workplace health and safety procedures.
Adhere to company policies and procedures, participate in achieving company objectives, and treat all information as confidential.
Perform other duties as requested.