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Wheelchair Supervisor

4 months ago

Mississauga, Canada PrimeFlight Aviation Services Canada Inc Full time

**Responsibilities**:

- To lead the ACAP Agents with all pre-advised wheelchair services and all ad hoc special service requests for our airline customers.
- To be the frontline leader who is expected to be on the floor and in close interactions with both the team members and airline customers daily.
- Complete all daily by end of shift.
- Ensuring SLAs are met through managing the "scanning" of pick-up and drop-off times of the guests.
- Ensuring all ACAP Agents provide a high level of customer service to both our airline customers and our wheelchair required passengers.
- To be able to think "quick on their feet" and make quick decisions under time-constraint scenarios.
- To empower, coach, mentor, and discipline ACAP Agents with the support of Human Resources and the Management team.
- Must be able to work under high pressure situations.
- Experience dealing with people with disabilities is an asset

**Qualifications**:

- Strong Airline and Airport knowledge
- Excellent problem solving skills
- Ability to work under pressure, handle stressful situations and maintain flexibility
- Able to influence, convince and create mutually acceptable solutions in the context of conflicts
- Possess an energetic and tenacious achievement orientation
- Ability to respond quickly and seize opportunities
- Exhibit leadership qualities which elicit trust with employees, customers and airport community
- Demonstrate sound judgment
- Strong knowledge in customer service, airline service standards and all Federal directives
- Audit and inspect adherence to all SOPs, customer billing and charge backs
- Manage and create work schedules for employees that align with budgetary goals
- Must have flexible availability and willingness to work various shifts including days, evenings, nights, weekends and holidays.
- Be able to speak, read, and write English. Bi-lingual is an asset.
- Must be able to meet and maintain the security level required for this position.
- Able to work under stressful situations and tight time constraints.
- Must be physically able to assist with wheelchair pushing and pulling and any luggage or passenger lifting that may be required.
- Past Supervisor/Management experience an asset.

**Including but not limited to**:

- Assist passengers with special needs/disabilities throughout the airport facility.
- Assist with wheelchair service, boarding aircraft, deplaning aircraft on both inbound and outbound flights.
- Assist those passengers that require carry on/carry off/stretcher(lift) services when required.
- Provide flight information, gate and directional information to passengers.
- Transport and assist passengers through terminal, to lounges, to shops, to customs and all areas of airport facility including assistance from curbside to parking garages.
- Must be able to operate to radios/scanner technology.
- Must maintain exceptional customer service throughout process to keep seamless, stress free and pleasant journey for Customers with Disabilities.
- Must maintain uniform/dress code at all times.
- Other duties as required.