(ORD) Supervisor, Passenger Assistance

United Ground Express • Chicago, IL

3d • Onsite

About The Position

The Supervisor, Passenger Assistance is responsible for supporting the Passenger
Assistance team and delivering UGE’s flyer friendly service to our customers as
well as ensuring compliance with all safety, quality and compliance standards
established by United Ground Express, United Airlines and any regulatory
authorities. This position will consist of supervising a variety of duties
within the airport, including:

Wheelchair Services
Baggage Assistance
Security duties as assigned
Queue line assistance
Other Duties as assigned

Requirements

• Minimum of a high school diploma, GED or equivalent
• Ability to understand and communicate verbal and written instructions in English
• Must be detail-oriented and able to perform multiple tasks making independent decisions involving the operation
• Must possess strong verbal and written communication skills
• Intermediate experience with MS Office Applications
• Must be 18 years of age or older
• Must be legally authorized to work in the United States
• Must pass pre-employment screenings
• Must meet necessary requirements to obtain a security sensitive identification badge.
• Must complete all training and maintain certification through employment
• Must possess and maintain a valid US state driver’s license (suspended, expired, revoked, or denied licenses are not valid)
• Ability to communicate and interact with others in the English language, both oral and written.
• Ability to operate a computer to enter and retrieve data
• Ability to lift up to 70lbs on a consistent basis
• Ability to pass all 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 drive for operational excellence while taking responsibility for decisions
• Organizational and planning skills
• Strong leadership skills with the ability to motivate and coach others
• Must be able to handle multiple situations simultaneously.
• Must be an analytical thinker, be a goal-directed leader and demonstrate service-oriented performance
• Must be familiar with all FAA/TSA/Airline/Company regulations
• Previous airport and/or customer service experience preferred
• Previous radio/phone dispatch experience preferred
• Previous supervisory experience preferred

Responsibilities

• Ensure compliance with safety requirements, including security checkpoint
• Establishing shift assignments for both full-time and part-time employees
• Set a positive example for the station team members to ensure excellent customer service
• Maintain a positive work environment, strong employee relations and collaborative relationships
• Solicit customer feedback to understand customer needs and opportunities to improve their travel experience
• Demonstrate a calm demeanor during periods of high volume or irregular operations
• Provide coaching and direction to the station team to achieve or exceed performance and quality standards
• Schedule, monitor and maintain agents to ensure proper staffing levels while delivering a superior level of customer service
• Ensure all agents are properly trained and understand their assigned duties
• Ensure any injuries, incidents, accidents, and/or customer service issues are properly documented and processed
• Comply with all safety, security, and customer service quality standards and procedures
• Perform other duties as assigned

Benefits

• Flight privileges: Our employees and their families can fly anywhere in the world on stand-by across United Airlines’ amazing global network.
• Discount Program: 20% off for flight tickets with United Airlines
• 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

What This Job Offers

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