Wheelchair Supervisor - Boston Logan International Airport - Part Time

SmarteCarte Brand•Boston, MA

26d•$20 - $21•Onsite

About The Position

The Airport Wheelchair Supervisor oversees the daily operations of the airport's wheelchair assistance program. This role is responsible for supervising the staff who assist passengers with mobility challenges, ensuring the timely and efficient provision of wheelchair services. The supervisor ensures that all staff are properly trained, safety protocols are followed, and customer satisfaction is prioritized. The position also involves coordinating with other departments to maintain a seamless travel experience for passengers with disabilities.

Requirements

Previous experience in customer service, airport operations, or a supervisory role is required.
Strong leadership and team management skills.
Excellent communication and interpersonal skills, with the ability to interact professionally with diverse groups of people.
Strong problem-solving and conflict-resolution skills.
Ability to remain calm under pressure and in challenging situations.
Knowledge of airport safety protocols and accessibility regulations.
Proficiency in using dispatching software and office tools (e.g., Microsoft Office, airport operations systems).
Computer and Smart Phone proficient
Excellent customer service and verbal communication skills
Ability to complete all required training including airport compliance
Must be at least 18 years of age
Ability to get Airport Badge is required
Drivers License is required
Ability to move about the airport and stand for long periods of time
Ability to assist passengers with boarding and deplaning when necessary, including physically assisting with wheelchair transfers
Occasional lifting or assisting with the transportation of wheelchair passengers or related equipment
Lift and carry 75 lbs
Push/Pull 75 – 300 pounds
Walk and stand for duration of shift
Work in seasonal weather conditions out of doors

Nice To Haves

Experience in managing teams or supervising staff, particularly in an airport or transportation setting, is highly preferred
Experience working with individuals with disabilities or mobility challenges is an advantage
A college degree or relevant certifications in customer service, healthcare, or airport operations is a plus

Responsibilities

Staff Supervision and Training: Supervise, manage, and motivate a team of wheelchair assistance staff, including agents and coordinators.
Ensure all staff members are trained in providing courteous, efficient, and safe wheelchair assistance.
Oversee staff performance and conduct regular evaluations to ensure high service standards.
Monitor staffing levels to ensure adequate coverage, especially during peak travel times.
Ensure compliance with company policies, airport regulations, and safety standards.
Service Coordination: Coordinate the delivery of wheelchair assistance services for passengers at various points in the airport, including check-in counters, security, gates, baggage claim, and boarding.
Ensure timely and accurate delivery of services to passengers with mobility impairments, including those with additional medical needs or specific requests.
Communicate with airlines, ground staff, and other airport departments to align services and ensure smooth operations.
Passenger Assistance and Customer Service: Ensure a high level of customer service, ensuring passengers with mobility needs feel comfortable, safe, and valued during their airport experience.
Resolve any complaints or issues regarding wheelchair services, working to ensure passenger satisfaction.
Operational Oversight: Manage the scheduling and allocation of wheelchairs, agents, and equipment to ensure no passenger is left waiting unnecessarily.
Monitor and track wheelchair inventory to ensure availability and report any damage or need for replacement to management.
Ensure proper handling of wheelchairs and other mobility devices in accordance with airport procedures.
Safety and Compliance: Maintain knowledge of relevant safety procedures and guidelines, ensuring that wheelchair assistance operations comply with airport regulations, local laws, and international accessibility standards.
Ensure all staff adhere to safety practices while assisting passengers, particularly during boarding, deplaning, and transfer processes.
Assist with emergency evacuation procedures for passengers with special needs, as required.
Reporting and Record-Keeping: Maintain records of service requests, staff assignments, and operational performance.
Generate reports on the quality of wheelchair services, including wait times, passenger feedback, and any operational issues.
Provide recommendations to management for improving wheelchair service efficiency and passenger satisfaction.
Collaboration and Communication: Work closely with airline staff, ground crews, and other departments to facilitate smooth transitions for passengers requiring wheelchair assistance.
Attend regular meetings with other supervisors and managers to discuss service improvements, staffing needs, and operational changes.
Act as a point of contact for airline’s staff, Wheelchair Coordinators and Wheelchair Agents.
Schedule group briefings with wheelchair staff at beginning of shifts.
Communicate to staff on operational needs or changes (e.g., flight delays, preliminary pax counts, staffing changes)