Passenger Service Lead Agent, RDU

Overview

Must be able to work a flexible schedule including nights, weekends, and holidays. Hours will vary based upon flight schedules. Number of weekly hours may increase or decrease due to seasonal flight changes. Trego / Dugan Aviation has an Airline Ground Handling opportunity at the Manchester-Boston Regional Airport (RDU) for a Lead Customer Service Agent.

Lead Customer Service Agent is responsible for the direct oversight of Airline product and provides direction, training and support to Customer Service Agents to ensure that productivity levels and customer service requirements are being met and that front-line employees are complying with all safety, quality, and compliance standards established by the Company, by our Clients, and by regulatory authorities. Lead by example, exemplifying integrity, professionalism and excellent communication skills.

Motivate to achieve results while leading people fairly and with respect. Must be totally committed to the importance of serving the customer and have an excellent customer service focus.

• Plans, organizes, directs, and participates in the Customer Service operations for both contracted commercial flights and charter aircraft. Customer Service operations include passenger check-in, security screening; baggage transfers to and from aircraft, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.
• Directs and trains assigned Customer Service Agents working the product. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training. Maintains required training records.
• Schedules On the Job Training (OJT) as required including record keeping.
• Completes the weekly airline deposits and daily sales reports, as well as other reports as requested by the Station and/or Customer Service Manager.
• Troubleshoot Agent and Passenger issues, providing short and long term solutions.
• Daily review of the aircraft flight schedule and advise the Station Manager and others as required.
• Order supplies as required and notification of all necessary parties.
• Responds to procedural questions from Agents, while encouraging independence and additional training as needed.
• Implements departmental policy as directed for Customer Service operations. Advises the Customer Service Supervisor on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
• Participates in the operation and training of various types of ground equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, tow bars and portable stairs in and around aircraft. Ensures ground equipment is maintained in good working order at all times.
• Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives and procedures. Implements necessary changes in operations as directed. Attends regular and as-needed meetings.
• Maintains emergency checklists and supplies.
• Prepares and submits verbal and written reports related to ground service activities and Customer Service Agents as required.
• Creates and maintains a frequently asked question manual for agents.
• Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays.

• Direct and participate in the work of daily Customer Service activities;
• Prepare timely written and verbal reports, training demonstrations, etc.;
• Follow oral and written instructions;
• Communicate effectively both verbally and in writing;
• Deal effectively and courteously with co-workers and customers;
• Exercise sound, independent judgment;
• Analyze situations and problems with a results-oriented focus;
• Resolve conflict effectively;
• Ident…