Support Svc Coordinator

GRUPO EULEN USA•New York, NY

13d

About The Position

The Support Svc Coordinator helps coordinate airport wheelchair services, ensuring compliance with customer service and safety standards and providing proficient, dignified assistance to passengers with disabilities. The role involves dispatching wheelchair attendants, handling and recording service requests, communicating request status to airlines, and coordinating staffing and breaks in response to operational demand. The coordinator also maintains communication with airport and airline personnel and completes daily logs and incident reports.

Requirements

High school diploma or GED equivalent.
Previous airport experience assisting customers with disabilities.
Ability to work under pressure and meet deadlines while maintaining a positive attitude and exemplary customer service.
Good computer skills and willingness and ability to learn the GHDS SSR computer system.
Knowledge of the Air Carrier Access Act and Department of Transportation regulations (CFR Part 382) for passengers with disabilities.
Excellent judgment and ability to ask informed questions and make quick, impactful decisions.
Discretion and confidentiality when handling private information.
Ability to sit continuously for a shift.
Ability to occasionally lift, push, or pull 70–600 pounds with assistance.
Strong verbal and written communication skills, including appropriate grammar, tone, and pronunciation when communicating with business partners and internal and external customers.
Resilient attitude and ability to multitask and adapt in a fast-paced airport environment.
Willingness to work a demanding schedule and extra hours when operational needs arise.
Ability to work rotating shifts, including weekends, holidays, and days off.
Dependability and a good attendance record.
Basic computer skills and proficiency in writing reports.

Responsibilities

Meet Eulen America's and airline customer service and safety standards.
Stay familiar with the Air Carrier Access Act and Department of Transportation regulations (CFR Part 382) for passengers with disabilities.
Conduct daily team debriefs to support ACAA compliance and dignified service to customers with disabilities.
Promptly dispatch wheelchair attendants and record incoming client service requests.
Ensure wheelchair agents promptly confirm passenger pickups and drop-offs on their electronic devices.
Answer airline phone calls, enter wheelchair requests, and dispatch agents to ticket counters and arriving and boarding flights.
Communicate the status of wheelchair requests to airlines.
Maintain open, continuous communication and effective relationships with team members and clients.
Reassign job duties as needed to meet wheelchair-request demand.
Maintain radio communication with Managers on Duty, Terminal Coordinators, Supervisors, and airline representatives.
Track employee deviations related to connections to other terminals.
Assign agent breaks and hold agents accountable for performing their duties safely and professionally.
Complete and maintain daily reports and logs, including incident reports concerning customer issues, observations, or concerns.
Ensure incident reports are completed for issues, incidents, and injuries involving customers or team members.