Passenger Service Lead Agent

TREGO DUGAN AVIATION OF GRAND ISLAND INC•West Palm Beach, FL

3h•Onsite

About The Position

The 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. This role ensures that front-line employees are complying with all safety, quality, and compliance standards established by the Company, its Clients, and regulatory authorities. The Lead Agent will lead by example, exemplifying integrity, professionalism, and excellent communication skills, motivating the team to achieve results while leading people fairly and with respect. A strong commitment to serving the customer and excellent customer service focus are essential.

Requirements

1-year of experience in the aviation industry.
At least 6 months of experience equivalent to an Airline Service Agent, including 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.
Must pass periodic random drug testing.
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.
Ability to plan, organize, direct, and participate in Customer Service operations.
Ability to direct and train assigned Customer Service Agents.
Ability to complete weekly airline deposits and daily sales reports.
Ability to troubleshoot Agent and Passenger issues.
Ability to coordinate Customer Service activities with air carrier personnel, station managers, and TSA representatives.
Ability to ensure compliance with FAA and TSA security regulations.
Ability to prepare and submit verbal and written reports.
Ability to create and maintain a frequently asked question manual for agents.
Ability to communicate effectively both verbally and in writing.
Ability to deal effectively and courteously with co-workers and customers.
Ability to exercise sound, independent judgment.
Ability to analyze situations and problems with a results-oriented focus.
Ability to resolve conflict effectively.
Ability to identify and evaluate solutions, and effectively implement determined action.
Ability to approach problem-solving creatively and with a team orientation.
Ability to present an overall professional image.
Ability to perform the essential functions of the job without posing a threat to the health and safety of others.
Ability to model and promote acceptance and respect for differences among employees.
Ability to perform effectively as a member of the team.
Ability to be pleasant with others on the job and display a good-natured, cooperative attitude.
Ability to be reliable, responsible, and dependable, and fulfill obligations.
Attention to Detail.
Ability to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations.
Ability to accept criticism and deal calmly and effectively with high stress situations.
Ability to be open to change (positive or negative) and to considerable variety in the workplace.
Willingness to take on responsibilities and challenges.
Ability to be sensitive to others' needs and feelings and be understanding and helpful on the job.
Ability to develop one's own ways of doing things abiding by to TDA/Airline’s policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done.
Ability to be persistent in the face of obstacles.

Responsibilities

Plans, organizes, directs, and participates in the Customer Service operations for both contracted commercial flights and charter aircraft, including passenger check-in, security screening, baggage transfers, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.
Directs and trains assigned Customer Service Agents, including new employee training and ongoing in-service training, monthly compliance, and yearly safety training. Maintains required training records.
Schedules On the Job Training (OJT) as required, including record keeping.
Completes weekly airline deposits and daily sales reports, as well as other reports as requested by the Station and/or Customer Service Manager.
Troubleshoots Agent and Passenger issues, providing short and long-term solutions.
Daily review of the aircraft flight schedule and advises the Station Manager and others as required.
Orders supplies as required and notifies all necessary parties.
Responds to procedural questions from Agents, while encouraging independence and additional training as needed.
Implements departmental policy for Customer Service operations and advises the Customer Service Supervisor on policy issues, including making recommendations and decisions and developing more efficient methods of operations.
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, ensuring ground equipment is 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.
Maintains emergency checklists and supplies.
Prepares and submits verbal and written reports related to ground service activities and Customer Service Agents.
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.