Tower Transportation Representative

gategroup•Schiller Park, IL

11d•Onsite

About The Position

The Tower Transportation Representative serves as the unit’s primary representative in the Airport Tower for a major customer’s operations, where decisions such as gate changes, aircraft swaps, and delays are made. The role monitors flight activity and operational changes, coordinates timely communication among dispatch, catering, transportation teams, management, and airline customers, and helps ensure assigned flights are serviced according to customer specifications. The position works in an airport tower and periodically rotates between day shift, night shift, and vacation relief.

Requirements

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

Nice To Haves

Associate’s degree preferred.
Experience working in the airline industry preferred.

Responsibilities

Analyze data from custom computer screens and proactively communicate airline changes and updates to unit dispatch and catering teams.
Monitor airline arrival and departure times and ensure catering teams complete assigned flights.
Monitor drivers’ kitchen department times and alert unit management when on-time departure is at risk or drivers are late returning from aircraft.
Monitor international strips via Prism camera and provide accurate, timely operational information to the SOC.
Make operational decisions and communicate directly with transportation teams in the field.
Partner with the Department Manager in delay discussions and research contested delays.
Track flight, gate, meal order, and other flight changes.
Provide backup supervision when the supervisor is on the ramp by relaying flight changes to drivers, directing workflow, and resolving customer problems.
Check drivers’ run sheets for accuracy and verify that times, aircraft changes, service levels, and quantities meet customer specifications.
Answer and log customer calls, concerns, and complaints, and recommend ways to resolve ongoing issues.