Supervisor Passenger Service Operations

TREGO DUGAN AVIATION OF GRAND ISLAND INC•Richmond, VA

8h•$0 - $20

About The Position

Serves as a working shift supervisor for daily passenger and ramp operations, directing, training, and coordinating assigned employees who provide services to contracted commercial flights and charter aircraft. The supervisor leads by example with integrity, professionalism, effective communication, fairness, and respect, while maintaining a strong customer-service focus. The position works a flexible schedule that includes nights, weekends, and holidays, with hours varying according to flight schedules and weekly hours potentially changing with seasonal flight schedules. The role oversees passenger check-in, security screening, baggage transfers, aircraft deicing and cleaning, lavatory services, and aircraft power-unit hookups. It coordinates with airline and airport personnel, station managers, TSA representatives, dispatch personnel, and flight captains. The supervisor also supports equipment operation and training, regulatory and airline-procedure compliance, emergency readiness, reporting, flight-information updates, and business-related tasks such as billing, payment handling, cash handling, and supply orders. The position requires one year of aviation-industry experience, including at least six months equivalent to an Airline Service Agent in ticketing and/or ramp-services support. Required qualifications also include a valid driver’s license, specified airline and security training or certifications, and successful completion of background and drug-screening requirements. Work takes place indoors and outdoors around aircraft and equipment, with exposure to variable weather, noise, fumes, odors, poor lighting, and other operational hazards. Physical duties include lifting and carrying items up to 75 pounds and ascending to 40 feet for aircraft deicing.

Requirements

At least one year of experience in the aviation industry.
At least six months of experience equivalent to an Airline Service Agent, including ticketing and/or Ramp Services support.
Receive the initial or advanced Operations Services training required by the individual airlines within the probationary period.
Thorough working knowledge of aircraft types used at the station.
Thorough working knowledge of current FAA and TSA security directives and procedures affecting operations, as well as general passenger-processing and baggage-transfer procedures.
Valid driver’s license.
Obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airline companies.
Obtain a Ground Security Coordinator certificate, including certification for aircraft over 61 seats, within the probationary period.
Possess upon hire the required certificates of training for De-Icing/Anti-Icing if required, Aircraft Pushback, security search, and Security Exit Door training.
Successfully pass a fingerprint-based criminal-records background investigation in accordance with applicable federal regulations and airport security requirements.
Pass a pre-employment drug test and periodic random drug testing required for safety-sensitive employees.
Work a flexible variety of assigned shifts, including nights or evenings, weekends, and holidays; hours vary with flight schedules and weekly hours may change due to seasonal flight changes.
Perform bending, squatting, kneeling, walking, climbing, reaching from ground level to overhead, and gripping objects.
Push, pull, lift, and carry luggage, packages, and other heavy objects up to 75 pounds in confined aircraft cargo spaces or on and off conveyor belts.
Ascend to a height of 40 feet for aircraft deicing.
Respond to audio-transmitted information or alarms and distinguish colors such as aircraft wingtip and instrument-panel lights.
Stand for long periods when required.
Perform essential job functions without posing a threat to the health and safety of others.
Communicate effectively verbally and in writing; prepare timely reports and training demonstrations; follow oral and written instructions.
Use sound judgment, maintain composure in stressful situations, accept criticism, adapt to change and workplace variety, and persist in overcoming obstacles.
Deal courteously with coworkers and customers, resolve conflict, work cooperatively, show respect for differences, and demonstrate reliability, responsibility, attention to detail, and willingness to take on responsibilities.

Responsibilities

Plan, organize, direct, and participate in Customer Service and Ramp Services operations for contracted commercial flights and charter aircraft.
Direct and train assigned Agents, including new-employee training and recurring compliance and safety training; maintain required training records.
Implement departmental policies, advise the Station Manager on policy issues, recommend or make decisions as appropriate, and develop more efficient operating methods when needed.
Coordinate shift service activities with air-carrier personnel, station managers, and TSA representatives.
Participate in operating and training employees on aircraft and ground-service equipment, and ensure equipment is maintained in good working order.
Ensure compliance with FAA and TSA security regulations, airline rules, directives, and procedures; implement operational changes as directed and attend meetings as needed.
Maintain emergency checklists and supplies.
Prepare and submit verbal and written reports about service activities and Agents.
Update the Multi-User Flight Information Display System (MUFIDS) as required.
Coordinate communications among the Airport, airline dispatch personnel, and flight captain regarding manifests, weight and balance, fueling, operational times, uplift, flight release, and weather packages.
Handle business-related duties including billing, payment-data corrections or updates, payment collection, cash handling, and ordering supplies.
Complete required training, perform only tasks for which fully trained, and immediately report safety hazards or incidents.
Direct and participate in daily operational work, provide training demonstrations, follow instructions, communicate effectively, and address customer and coworker needs professionally.
Exercise independent judgment, analyze and resolve operational problems and conflicts, evaluate solutions, and implement appropriate actions.
Promote a professional, respectful, cooperative, dependable, and safety-conscious workplace; perform effectively as part of the team and support TDA and client objectives.