Airline Customer Service Station Training Instructor

About the Role

The Station Training Instructor – Customer Service conducts initial and recurrent training for above-wing operations at the station. This includes customer service procedures, safety, security, regulatory compliance, and airline-specific operational requirements. The role is cross-utilized within all above-wing operations and supports station operations as needed.

Responsibilities

• Facilitate initial and recurrent customer service training for all above-wing operational functions within the station.
• Evaluate and oversee customer service procedures to ensure safety, regulatory compliance, and operational standards are maintained.
• Create, maintain, and manage training records in accordance with company, airline, and FAA regulations.
• Conduct training on required programs, including Hazardous Materials (HazMat) recognition, security procedures, ACAA compliance, and other regulatory requirements.
• Train employees on airline-specific policies and procedures related to customer service and station operations.
• Support the Training Department in achieving operational and corporate goals.
• Assist in the development and improvement of training programs and overall service delivery.
• Provide operational support to station leadership during periods when training classes are not in session.
• Communicate effectively, both verbally and in writing, with trainees, team members, and management.
• Support station operations, training initiatives, and special projects as assigned.
• Perform additional duties as assigned by the Station Manager.

Requirements

• Must successfully pass a ten (10) year background check.
• Must successfully complete a pre-employment drug screening.
• Must be legally authorized to work in the United States in accordance with the Immigration Reform and Control Act of 1986.

Competencies

• Positive, cooperative, and professional attitude toward colleagues and customers.
• Reliability, accountability, and dependability in fulfilling job responsibilities.
• Strong attention to detail and commitment to safety and compliance.
• Ability to maintain composure and professionalism in high-pressure environments.
• Openness to feedback and adaptability in a dynamic work environment.
• Initiative and the ability to work independently with minimal supervision.
• Persistence and problem-solving abilities when faced with operational challenges.
• Sensitivity to the needs of coworkers and customers, demonstrating respect and teamwork.
• Willingness to take on responsibilities and embrace new challenges.

Physical Requirements

• Must be able to lift and carry up to 70 pounds.
• Must be able to lift a 70-pound suitcase from the floor to a height of 18 inches.
• Must be able to carry a 70-pound suitcase up to 25 feet.
• Ability to perform repetitive physical movements, including bending, squatting, kneeling, crawling, twisting, and lifting.
• Ability to stand for extended periods, up to four hours at a time.
• Must possess sufficient vision, mobility, and dexterity to safely perform job duties.

Work Environment

• Operates within an airport environment, both indoors and outdoors.
• Exposure to varying weather conditions, including extreme heat, cold, wind, and precipitation.
• Exposure to high noise levels typical of airport ramp and terminal environments.
• Must be willing to work flexible schedules, including nights, weekends, and holidays.

Travel Requirements

• Occasional travel may be required for company training events, industry conferences, or operational support at other stations.
• Travel may include day trips, overnight stays, or multi-day assignments.