Support Svc Coordinator

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Overview

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following,

Technical Tools

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~2 min read

→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.

~2 min read

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