Tower Transportation Representative

gategroup • Schiller Park, IL

10d • 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 and operational information, coordinates timely updates with dispatch and catering teams, and supports transportation teams in the field. It also acts as a backup supervisor when the supervisor is on the ramp, helps resolve customer issues, and represents the company in delay discussions. The position works in an airport tower and rotates periodically between day shift, night shift, and vacation relief.

Requirements

• High school diploma.
• At least 3 years of experience in a customer service capacity.
• At least 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 with 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.
• Experience working in the airline industry.

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 kitchen department times, alert unit management when on-time departure is at risk, and report when 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 representing the company during delay discussions and research disputed delays.
• Track flight, gate, meal-order, and other flight changes.
• Serve as backup supervisor 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 confirm times, aircraft changes, service levels, and quantities meet customer specifications.
• Answer and log customer calls, concerns, and complaints, and recommend resolutions to ongoing issues.

Benefits

• Paid time off.
• 401(k) with company match.
• Company-sponsored life insurance.
• Medical, dental, and vision plans.
• Voluntary short-term and long-term disability insurance.
• Voluntary life, accident, and hospital plans.
• Employee Assistance Program.
• Employee discounts.
• Weekly pay for union employees.
• Free hot, healthy meals for unit operations roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED