(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 (UGE) flyer-friendly service while ensuring compliance with safety, quality, and compliance standards established by UGE, United Airlines, and regulatory authorities. The position supervises airport duties including wheelchair services, baggage assistance, security duties as assigned, and queue-line assistance. The supervisor sets a positive example for station employees, helps maintain a positive work environment and collaborative relationships, and coaches and directs the team to meet or exceed performance and quality standards. The role schedules and monitors agents to maintain appropriate staffing and customer service levels, ensures agents are trained and understand their duties, and ensures injuries, incidents, accidents, and customer service issues are properly documented and processed. The position also solicits customer feedback, remains calm during high-volume periods or irregular operations, and performs other duties as assigned. UGE employees receive flight privileges, a United Airlines flight-ticket discount, vacation, sick time and floating holidays, access to medical plan options, flexible spending accounts, long-term disability, 401(k), paid training, paid parking or transportation assistance, and participation in the annual incentive plan. Salary is competitive and commensurate with experience.

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 able to make independent decisions involving operations.
Strong verbal and written communication skills.
Intermediate experience with MS Office applications.
Must be at least 18 years of age.
Must be legally authorized to work in the United States.
Must pass pre-employment screenings and 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.
Must be able to operate a computer to enter and retrieve data.
Must be able to consistently lift up to 70 pounds.
Must pass pre-screening clearances, including a background check, hearing and vision tests, and drug screen.

Nice To Haves

Strong communication and interpersonal skills.
Strong problem-solving skills and commitment to operational excellence, with accountability for decisions.
Organizational and planning skills.
Strong leadership skills and 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

Support the Passenger Assistance team and provide flyer-friendly customer service.
Supervise wheelchair services, baggage assistance, security duties as assigned, queue-line assistance, and other assigned airport duties.
Ensure compliance with safety requirements, including security checkpoint requirements, and with applicable safety, security, and customer service quality standards and procedures.
Establish shift assignments for full-time and part-time employees.
Set a positive example for station team members and help maintain a positive work environment, strong employee relations, and collaborative relationships.
Solicit customer feedback to understand customer needs and identify opportunities to improve the travel experience.
Maintain a calm demeanor during high-volume periods and irregular operations.
Coach and direct the station team to achieve or exceed performance and quality standards.
Schedule, monitor, and maintain agents to ensure proper staffing levels and superior 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.
Perform other duties as assigned.

Benefits

Flight privileges for employees and their families on a standby basis across United Airlines' global network.
20% off United Airlines flight tickets.
Vacation, sick time, and floating holidays.
Access to medical plan options, including PPO, dental, vision, personal accident, and life insurance.
Flexible spending accounts.
Long-term disability.
401(k).
Paid training.
Paid parking or transportation assistance.
Participation in the UGE annual incentive plan.
Competitive salary commensurate with experience.