Lead Agent, Passenger Service IAD

General Purpose Of Job

Lead Customer Service Agent is responsible for overseeing the operation of Airline products, providing direction, training, and support to Customer Service Agents to ensure productivity and customer service standards are met. The role involves managing various ground services including passenger check-in, security screening, baggage handling, aircraft maintenance, and ensuring compliance with safety, quality, and regulatory standards.

Essential Duties And Responsibilities

• Plans, organizes, directs, and participates in the Customer Service operations for contracted commercial flights and charter aircraft.
• Directs and trains assigned Customer Service Agents, including new employee training and ongoing in-service training.
• Schedules On the Job Training (OJT) as required and maintains training records.
• Completes weekly airline deposits and daily sales reports, and other reports as requested.
• Troubleshoots Agent and Passenger issues, providing short- and long-term solutions.
• Daily reviews aircraft flight schedules and advises Station Manager and others as needed.
• Orders supplies as required and notifies relevant parties.
• Responds to procedural questions from Agents, encouraging independence and additional training as needed.
• Implements departmental policy and advises Customer Service Supervisor on policy issues.
• Coordinates Customer Service activities with air carrier personnel, station managers, and TSA representatives as required.
• Participates in the operation and training of various types of ground equipment, ensuring they are in good working order.
• Maintains compliance with FAA and TSA security regulations, airline rules, and procedures.
• Implements necessary operational changes 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.
• Creates and maintains a frequently asked question manual for agents.

Competency/Behavioral Requirements

• 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.
• Identify and evaluate solutions, and effectively implement determined actions.
• Approach problem-solving creatively and with a team orientation.
• Present an overall professional image.
• Perform the essential functions of the job without posing a threat to the health and safety of others.
• Model and promote acceptance and respect for differences among employees.
• Perform effectively as a member of the team in carrying out both the TDA stated mission and philosophy and the TDA client's goals and objectives.
• Be pleasant with others on the job and display a good-natured, cooperative attitude.
• Be reliable, responsible, and dependable, and fulfill obligations.
• Attention to Detail
• Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations.
• Accept criticism and deal calmly and effectively with high stress situations.
• Be open to change (positive or negative) and to considerable variety in the workplace.
• Willingness to take on responsibilities and challenges.
• Be sensitive to others' needs and feelings and be understanding and helpful on the job.
• Develop one’s own ways of doing things abiding by TDA/Airline’s policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done.
• Be persistent in the face of obstacles.

Physical Demands

• Carry 70-pound suitcases from the floor to 18 inches and carry them in front of you for up to 25 feet.
• Perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting, and maintaining these positions for extended periods.
• Have physical dexterity sufficient to perform these tasks.
• Have sufficient vision and ability to safely perform the essential functions of the position.
• Work in extreme weather conditions, exposure to dust and pollen, and exposure to 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 poor lighting due to working at night.
• Exposure to disease due to aircraft lavatory work.

Other Requirements And Qualifications

• Requires 1 year of experience in the aviation industry, with at least 6 months of experience equivalent to an Airline Service Agent, including ticketing and/or Ramp Services support.
• Thorough working knowledge of the types of aircraft used at the station.
• Thorough working knowledge of current FAA/TSA security directives and procedures affecting Ramp Services, as well as general procedures for passenger processing and baggage transfers.

Miscellaneous Requirements

• 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 able to work a variety of assigned shifts including evenings and weekends.