Support Service Coordinator

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Exceed Eulen America’s and airlines’ customer service and safety standards
• Knowledge of & familiar with Air Carriers Access Act and Dept of Transport Regulations (CFR Part 382) for passengers with disabilities, volume of new information daily
• Perform daily debrief with team members to ensure compliance with the ACAA and provide proficient, dignified service to customers with disabilities
• Promptly dispatch wheelchair attendants and record incoming client requests for service.
• Ensure all Wheelchair Agents immediately confirm pickup and drop off  passengers assisted on their electronic devices
• Answer multiple phone calls for wheelchair requests from airlines, inputting Wheelchair requests and dispatching agents to  Ticket Counters, Arriving and Boarding flights
• Communicate the Status of Wheelchair Requests to Airlines
• Practice open and continuous communication and value keeping others well-informed
• Establish and maintain effective relationships with team members and clients
• Reassign job duties as necessary to meet the demand for wheelchair requests
• Maintain radio communication with Managers on Duty, Terminal Coordinators, Supervisors, and airline reps
• Maintain the deviation of employees due to connections to other terminals
•  Assign breaks to agents; hold agents accountable to perform job duties safely and professionally
• Complete and maintain daily reports/logs and incident reports of any issue, observation, or concern involving the customer.

QUALIFICATIONS

• High School Diploma or GED equivalent
• Previous airport  experience in  assisting customers with disabilities
• Ability  to work under pressure to meet deadlines while maintaining a positive attitude and providing exemplary customer service
• Good computer skills; ability and willingness to learn the GHDS SSR computer system
• Knowledge of & familiar with Air Carriers Access Act and Dept of Transport Regulations (CFR Part 382) for passengers with disabilities; volume of new information daily
• Excellent judgement; ability to ask smart questions and make quick, impactful decisions
• Discretion and confidentiality when working with private information
• Ability to continuously sit for a shift
• Ability to occasionally lift, push, or pull 70 – 600 lbs. with assistance.
• Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with business partners, internal and external customers
• Resilient attitude; ability to multitask and be adaptable in a fast-paced airport environment
• Willingness to work a demanding schedule; ability to work extra hours when there are operational needs 
• Ability to work rotating shifts, including weekends, holidays, and days off
• Dependable with a good attendance record
• Ensure completion of Incident Reports for issues, incidents, and injuries of any customer or team member
• Basic computer skills & proficiency in writing reports