(EWR) Supervisor, Passenger Assistance

United Ground Express • Newark, NJ

9d • Onsite

About The Position

The Supervisor, Passenger Assistance supports the Passenger Assistance team and delivers United Ground Express’ customer service while ensuring compliance with safety, quality, and compliance standards established by United Ground Express, United Airlines, and regulatory authorities. The position supervises airport duties including wheelchair services, baggage assistance, assigned security duties, queue line assistance, and other assigned duties.

The supervisor establishes shift assignments, schedules and monitors agents to maintain appropriate staffing levels, and provides coaching and direction to meet performance and quality standards. They help ensure agents are trained and understand their duties, maintain a positive work environment and collaborative relationships, solicit customer feedback, and respond calmly during high-volume periods or irregular operations. Injuries, incidents, accidents, and customer-service issues must be properly documented and processed.

The position requires compliance with safety, security, and customer-service procedures. Applicants must complete required training and maintain certification throughout employment. The role is based at Newark Liberty International Airport.

Requirements

• High school diploma, GED, or equivalent.
• Ability to understand and communicate verbal and written instructions in English.
• Detail-oriented, able to perform multiple tasks, and capable of making independent decisions involving operations.
• Strong verbal and written communication skills.
• Intermediate experience with MS Office applications.
• At least 18 years of age.
• Legally authorized to work in the United States.
• Must pass pre-employment screenings.
• Must meet requirements to obtain a security-sensitive identification badge.
• Must complete all training and maintain certification throughout employment.
• Must possess and maintain a valid U.S. state driver’s license; suspended, expired, revoked, or denied licenses are not valid.

Nice To Haves

• Strong communication and interpersonal skills.
• Strong problem-solving skills and a drive for operational excellence, with accountability for decisions.
• Organizational and planning skills.
• Strong leadership skills and the ability to motivate and coach others.
• Ability to handle multiple situations simultaneously.
• Analytical thinking, goal-directed leadership, and service-oriented performance.
• Familiarity with FAA, TSA, airline, and company regulations.
• Previous airport and/or customer-service experience.
• Previous radio/phone dispatch experience.
• Previous supervisory experience.

Responsibilities

• Ensure compliance with safety requirements, including at security checkpoints.
• Establish shift assignments for full-time and part-time employees.
• Set a positive example for station team members to support excellent customer service.
• Maintain a positive work environment, strong employee relations, and collaborative relationships.
• Solicit customer feedback to understand needs and identify opportunities to improve the travel experience.
• Maintain a calm demeanor during high-volume periods or irregular operations.
• Coach and direct the station team to achieve or exceed performance and quality standards.
• Schedule and monitor agents and maintain appropriate staffing levels while delivering a superior level of customer service.
• Ensure agents are properly trained and understand their assigned duties.
• Ensure injuries, incidents, accidents, and customer-service issues are properly documented and processed.
• Comply with safety, security, and customer-service quality standards and procedures.
• Supervise wheelchair services, baggage assistance, assigned security duties, and queue line assistance.
• Perform other duties as assigned.

Benefits

• Flight privileges for employees and their families on a standby basis across United Airlines’ global network.
• 20% discount on United Airlines flight tickets.
• Vacation, sick time, and floating holidays.
• Medical plan options, including PPO, dental, vision, personal accident, and life insurance.
• Flexible Spending Accounts.
• Long-term disability coverage.
• 401(k).
• Paid training.
• Paid parking or transportation assistance.
• Participation in the UGE annual incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED