Tower Operations Representative

gategroup•Schiller Park, IL

1d•$54,000 - $57,000•Onsite

About The Position

We’re looking for motivated, engaged people to help make everyone’s journeys better. Position is responsible for serving as unit’s primary representative working in the Airport Tower for our major customer's operations where the decisions such as gate changes, aircraft swaps, and delays are made. Target Salary Range: $54,000 to $57,000 Benefits · Paid time off · 401k, with company match · Company sponsored life insurance · Medical, dental, vision plans · Voluntary short-term/long-term disability insurance · Voluntary life, accident, and hospital plans · Employee Assistance Program · Employee Discounts · Free hot healthy meals for unit operations roles Main Duties and Responsibilities: Analyzes data from custom computer screens and proactively communicates airline changes and updates to the unit dispatch and catering teams. Monitors airline arrival and departure times and ensures catering teams complete flights as assigned. Monitors driver’s kitchen department time, alerts unit management when on time departure is in jeopardy and when drivers are late off aircraft, delaying return to unit. Monitors international strips via Prism camera; provides accurate and timely information regarding the operation to the SOC. Makes some operational decisions and communicates directly to transportation teams on the field. Partners with Department Manager to be the voice for the company in delay discussions, and conducts the research needed when contesting a delay. Tracks all flight, gate, meal order and other changes in flights. Serves as back up supervisor when that individual is on the ramp by relaying changes in flights to drivers on the ramp, directing work flow and resolving customer problems. Checks that drivers have completed their run sheets accurately and that all times, aircraft changes, service levels and quantities meet customer specifications. Answers and logs customer calls, concerns and complaints and makes recommendations to resolve on-going issues. Qualifications Education: H.S. diploma required Associate’s degree preferred Work Experience: Minimum 3 years of experience working in a customer service capacity required 1 year experience directing the work of others Experience working in the airline industry is preferred 3 years dispatching truck drivers. Technical Skills: (Certification, Licenses and Registration) Basic computer skills Able to drive on the ramp Able to multi-task in a dynamic customer environment Detail oriented Strong customer service skills Able to keep calm in high pressure environment Able to work with a minimum of supervision/off-site environment Able to make independent decisions Able to compile data from multiple sources with a high degree of accuracy Able to communicate status changes to all parties in a timely manner Driven to document and improve processes Able to develop rapport with major client Language / Communication Skills: Excellent written and oral communication skills. Geographic Responsibility: Unit Type of Employment: Full time Travel %: N/A Exemption Classification: Exempt Internal Relationships: Drivers, dispatchers and the catering teams External Relationships: Airline Customers Work Environment / Requirements of the Job: Work in the airport Tower. This position will rotate periodically between day shift, night shift and vacation relief. Budget / Revenue Responsibility: N/A Organization Structure Direct Line Manager (Title): Director or Manager, Ops Transport Dotted Line Manager (Title, if applicable): N/A Number of Direct Reports: 0 Number of Dotted Line Reports: 0 Estimated Total Size of Team: 1 gategroup Competencies Required to be Successful in the Job: Thinking – Information Search and analysis & problem resolution skills Engaging – Understanding others, Team Leadership and Developing People Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus Demonstrated Values to be Successful in the Position Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone: We treat each other with respect and we act with integrity We communicate and keep each other informed We put our heads together to problem solve and deliver excellence as a team We have passion for our work and we pay attention to the little details We foster an environment of accountability, take responsibility for our actions and learn from our mistakes We do what we say we will do, when we say we are going to do it We care about our coworkers, always taking an opportunity to make someone’s day better The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law. For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf We anticipate that this job will close on: 01/04/2026 For California Residents, please clic k here to view our California privacy notice. If you want to be part of a team that helps make travel and culinary memories, join us!

Requirements

H.S. diploma required
Minimum 3 years of experience working in a customer service capacity required
1 year experience directing the work of others
Basic computer skills
Able to drive on the ramp
Able to multi-task in a dynamic customer environment
Detail oriented
Strong customer service skills
Able to keep calm in high pressure environment
Able to work with a minimum of supervision/off-site environment
Able to make independent decisions
Able to compile data from multiple sources with a high degree of accuracy
Able to communicate status changes to all parties in a timely manner
Driven to document and improve processes
Able to develop rapport with major client
Excellent written and oral communication skills.

Nice To Haves

Associate’s degree preferred
Experience working in the airline industry is preferred
3 years dispatching truck drivers.

Responsibilities

Analyzes data from custom computer screens and proactively communicates airline changes and updates to the unit dispatch and catering teams.
Monitors airline arrival and departure times and ensures catering teams complete flights as assigned.
Monitors driver’s kitchen department time, alerts unit management when on time departure is in jeopardy and when drivers are late off aircraft, delaying return to unit.
Monitors international strips via Prism camera; provides accurate and timely information regarding the operation to the SOC.
Makes some operational decisions and communicates directly to transportation teams on the field.
Partners with Department Manager to be the voice for the company in delay discussions, and conducts the research needed when contesting a delay.
Tracks all flight, gate, meal order and other changes in flights.
Serves as back up supervisor when that individual is on the ramp by relaying changes in flights to drivers on the ramp, directing work flow and resolving customer problems.
Checks that drivers have completed their run sheets accurately and that all times, aircraft changes, service levels and quantities meet customer specifications.
Answers and logs customer calls, concerns and complaints and makes recommendations to resolve on-going issues.