Airline Customer Service Trainer Supervisor, FLL

Serves as a working shift Supervisor for daily Customer Service operations. Directs, trains, and coordinates an assigned shift for services provided to airlines and charter aircraft. 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 Customer Service operations for both contracted commercial flights and charter aircraft. Service operations include passenger check-in, security screening; and gate operations.
• Directs and trains assigned Agents. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training. Maintains required training records.
• Implements departmental policy as directed for operations. Advises the Station Manager on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Passenger Services 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 equipment, including, but not limited to, aircraft jet bridges.
• 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 service activities and Agents as required.
• Updates Multi-User Flight Information Display System (MUFIDS) as required.
• Coordinates communications between Airport, airline dispatch personnel and flight captain, including, but not limited to, information related to passenger manifests, weight/balance, fueling requirements, on/off times, uplift, flight release and weather packages.
• Handles other business-related responsibilities involving billing, correcting/updating payment data, collecting payments, cash handling, ordering supplies and other similar duties.

• Effectively direct and participate in daily Customer Service activities.
• Ability to read, analyze, and interpret Trego-Dugan Employee Handbook, general business periodicals, professional journals, technical procedures, or governmental regulations, airline policy and procedures manuals.
• Ability to communicate effectively (oral and written), prepare reports, business correspondences, presentations, training demonstrations, etc., to groups, managers, clients, and customers.
• Ability to exercise sound, independent judgment, define problems, collect data, establish facts, and draw validconclusions.
• Ability to operate equipment and hold necessary licensing (if applicable).
• Ability to perform specific responsibilities related to operation.
• Ability to read, write, fluently speak and understand the English language.
• Present an overall professional image in carrying out both the TDA stated mission and philosophy and the customer’s goals and objectives.
• Liaise with all station support staff, airport, and airline customers.
• Be reliable, responsible, and dependable, and fulfill obligations including reporting to work on a regular and timelybasis.
• Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in challenging situations, including dealing calmly and effectively in high-stress situations.
• Willingness to take on responsibilities and challenges and demonstrate persistence in the face of obstacles

PHYSICAL DEMANDS: Must be able to carry a 70-pound suitcase from the floor to 18 inches and carry a 70-pound suitcase in front of you with both hands for a distance of up to 25 feet; must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time. Must have sufficient vision and ability to perform the essential functions of the position safely.

WORK ENVIRONMENT: Works both indoors and outdoors with exposure to extreme weather conditions as well as dust and pollen; subject to a variety of mechanical, electrical, chemical, toxic waste and other safety hazards associated with or working around aircraft, vehicles, equipment, fuel, etc.; subject to constant and extreme noise, strong odors, fumes and low lighting due to working at night; possible exposure to disease due to aircraft lavatory work.

Education: High School Diploma or Equivalent, College preferred

Experience: At least 6 months of airline experience

Knowledge: Thorough working knowledge of the types of aircraft used at the station. Thorough working knowledge of current FAA/TSA security directives & the procedures affecting Customer Service procedures for passenger processing and baggage transfers.

Licensing/Certification: Must possess a valid Driver’s License; must obtain and maintain initial/advanced Customer Service training required by the airline, including Baggage Service Office (BSO), Commissary/Catering, Complaint Resolution Official (CRO) certificate when required by individual airlines companies; a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period.

Miscellaneous Requirements: Must have a strong working knowledge of the Microsoft suite and proficient with a computer. Must successfully pass a background investigation with a fingerprint-based criminal records check in accordance with Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration. Must pass periodic random drug testing as required in 49 Code of Federal Regulations Part 40 for safety-sensitive employees.

Must be available to work various shifts, including swing and graveyard shifts plus weekends and holidays. Subject to emergency call-in.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.