JFK Lead Passenger Service Agent

$43,680 - $43,680/Yr

Swissport - Jamaica, NY

Full-time - Mid Level

Jamaica, NY

5,001-10,000 employees

Support Activities for Transportation

About the position

The Lead Passenger Service Agent at Swissport is responsible for overseeing and providing comprehensive passenger services in a fast-paced aviation environment. This role includes managing staff assignments, ensuring compliance with safety and security procedures, and maintaining high standards of customer service. The agent will also handle various operational tasks related to passenger check-in, baggage processing, and customer assistance, while fostering a collaborative team culture.

Responsibilities

• Supervise/control staff assignments including reporting, absences, overtime and compensation.
• Plan and deploy resources to ensure collective success by producing rosters in line with customer agreements and operational requirements.
• Develop an open feedback culture by managing employee performance and ensuring delivery of training to the required standard.
• Ensure compliance with all Swissport corporate safety and security procedures to meet/exceed regulatory standards and deliver the desired customer service experience.
• Maintain up-to-date company and customer manuals and documentation.
• Build and maintain relationships with customers and airport authorities.
• Encourage consistency and collaboration through clear communication at all levels, including staff briefings and shift handover meetings.
• Ensure compliance with Swissport's SOPs and policies.
• Ensure maximum efficiency in the operation of inbound and outbound flights.
• Resolve conflicts and irregularities and take appropriate action.
• Responsible for maintenance of assigned equipment and materials.
• Implement and monitor the local emergency plan.

Requirements

• High School Diploma or equivalent.
• 3-5 years industry experience.
• 1-3 years managerial/supervisory experience.
• Ability to work in a team environment.
• Excellent organizational and planning skills.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office.
• Must be able to work in inclement weather.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance