Support Svc Coordinator
About The Position
The Support Svc Coordinator coordinates wheelchair assistance services in an airport environment, ensuring customer service and safety standards are met. The role involves receiving and recording airline requests, dispatching wheelchair attendants, monitoring service status, and communicating with airlines and airport teams. The coordinator supports compliance with the Air Carriers Access Act (ACAA) and Department of Transportation regulations (CFR Part 382), helps manage staffing and breaks, and completes operational and incident reports. The position requires working rotating shifts, including weekends and holidays, and may require extra hours to meet operational needs.
Requirements
- High school diploma or GED equivalent.
- Previous airport experience assisting customers with disabilities.
- Knowledge of the Air Carriers Access Act and Department of Transportation regulations (CFR Part 382) for passengers with disabilities, and ability to absorb new information daily.
- 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.
- Excellent judgment, including the ability to ask appropriate 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, adaptable, and able to multitask 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.
- Conduct daily debriefs with team members to support ACAA compliance and dignified service for customers with disabilities.
- Promptly dispatch wheelchair attendants and record incoming service requests.
- Ensure wheelchair agents confirm passenger pickups and drop-offs on their electronic devices.
- Answer airline phone calls, enter wheelchair requests, and dispatch agents to ticket counters, arriving flights, and boarding flights.
- Communicate the status of wheelchair requests to airlines.
- Maintain open, continuous communication and effective relationships with team members and clients.
- Reassign duties as needed to meet wheelchair-service demand.
- Maintain radio communication with managers on duty, terminal coordinators, supervisors, and airline representatives.
- Coordinate employee deviations associated with connections to other terminals.
- Assign breaks and hold agents accountable for performing their duties safely and professionally.
- Complete and maintain daily reports, logs, and incident reports concerning customer issues, observations, or concerns.
- Ensure incident reports are completed for issues, incidents, and injuries involving customers or team members.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
