Job Description

As a member of the Menzies Aviation Passenger Service Lead Team you will be responsible for coordinating passenger service related activities such as checking in passengers for flights at the ticket counter and gates, verifying passenger documentation, assigning seats, providing gate information, checking baggage, and assisting passengers with their issues in the airport. This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct visible.

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Essential Duties and Responsibilities:

• Co-ordinate, monitor and support the Passenger Services team
• Assist Passenger Service Agents in their assigned areas to ensure Agents are performing their duties in a professional, safe and efficient manner, according to Company/Carrier’s standards
• Ensure a smooth operation through co-ordination between department and agencies to achieve a safe on-time operation
• Monitor, evaluate and recommend training needs as required to ensure the quality and competence of employees is maintained. Maintain training records for Agents
• Attend to the day to day administration, i.e. ordering supplies, improving staff procedures and communications, and investigating problems/delays
• Liaison with Carriers’ representatives to ensure their requirements and standards are being met
• Assist in maintaining staff morale and have clear and open communication with staff
• Cover any manpower shortages and/or assist whenever necessary
• Other duties as assigned

Qualifications

• Must be at least 18 years of age
• Must pass pre-employment background, physical test and a drug screen
• Ability to proficiently read, write and speak English
• Excellent communication skills
• Able to remain calm under pressure
• Must be able to stand for long periods of time at the ticket counter and gate check-in areas
• Must be comfortable lifting 70lbs
• Must pass FBI background check
• Must be available and flexible to work variable shifts including weekends and holidays
• Prior Customer Service experience strongly preferred
• Advanced Computer Skills Required
• Must have a High school diploma, GED or six months’ work experience as Passenger Service Agent

Knowledge, Skills and Abilities

• Ability to learn quickly
• Ability to understand and carry out oral and written instructions and request clarification when needed
• Strong interpersonal skills
• Ability to work as part of a team
• Ability to build relationships
• Ability to solve problems independently

Benefits

• Advancement Opportunities
• Health, Dental, Vision, 401K
• Paid Vacation
• Paid Training
• Uniform Provided

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is primarily done indoors; however, the individual will be working near terminals with consistently open doors where harsh weather conditions could affect the indoor environment.

This individual will also work with disgruntled customers throughout the airport and must maintain a positive attitude when representing our company and communicating with customers within the airport.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls; reach with arms, climb or balance; and talk or hear.

Other tasks include lifting passenger bags up to 70lbs which could also involve bending and stooping. The employee must frequently lift and/or move up to 50lbs and occasionally lift and/or move up to 70lbs.

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