Passenger Service Lead

At Eastern Air Express curiosity and excitement for growth go a long way. In fact, Eastern Air Express was launched by seekers, adventurers, and above all fliers. Our open-hearted attitude, respect for the people we fly, and attention to detail are what sets us apart from our competitors. Natural curiosity and hunger for wonder are behaviors that make our employees successful. This summary provides a listing of the knowledge, skills, and abilities that are critical components of the position.

The Passenger Service Agent Lead plays a key role in coordinating and supporting the Passenger Services team to ensure a smooth, efficient, and professional operation. Reporting to the Above Wing Duty Manager, this position is responsible for overseeing the performance of the Passenger Service Agents, ensuring they adhere to company and carrier standards, and maintaining high levels of customer service. The Lead will work to foster teamwork, provide training, and handle day-to-day administrative tasks to ensure safe and on-time operations.

1. Duties and Responsibilities
   • Coordinate, monitor, and provide support to the Passenger Services team to ensure smooth operations.
   • Assist Passenger Service Agents in their assigned areas to guarantee they perform their duties in a professional, safe, and efficient manner, in line with Company/Carrier standards.
   • Facilitate a seamless operation by coordinating with departments and agencies to ensure a safe and on-time service.
   • Monitor and assess the team’s performance, recommending training where needed to maintain high levels of quality and competence. Keep accurate training records for all Agents.
   • Manage daily administrative tasks such as ordering supplies, improving staff procedures, enhancing communication, and resolving any problems or delays.
   • Liaise with carrier representatives to ensure all their requirements and service standards are being met.
   • Support in maintaining high staff morale by fostering open and effective communication with team members.
   • Provide coverage during manpower shortages and assist in other areas as required.
   • Oversee the smooth departure and arrival of passengers, ensuring compliance with all company policies, regulations, and laws.
   • Perform any other duties as assigned.

1. Qualification Requirements
   • Must be eligible to work in the United States.
   • Must be at least 18 years of age and possess a high school diploma, GED, or equivalent work experience.
   • Basic computer skills are required.
   • Must be able to successfully pass all pre-employment screenings, including drug testing and a physical exam.
   • Ability to safely lift up to 70 lbs.
   • Ability to work effectively under pressure.
   • Must maintain a valid state driver’s license.
   • Must be flexible and available to work variable shifts, including weekends and holidays.
   • Ability to handle long queues and high traffic periods.
   • Work may involve both desk duties and mobility around the airport.
   • Uniform required as part of the role.

Eastern Air Express is an Equal Opportunity Employer.