Position/Title: Passenger Service Lead

Reports to: Director, Airport Operations

Location: Miami, FL (MIA)

1. Overview
   

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 rich legacy and pioneering spirit are still evident in our team today.  

Our open-hearted attitude, respect for the people we fly with, and our attention to detail is what sets Eastern Air Express apart from its competitors.  Natural curiosity and hunger for wonder are behaviors that make our employees successful.  

1. General
   

This is a full-time, FLSA-exempt, position that will report to the Director of Operations, and interacts with all departments of the Company. The responsibilities include oversight of the Company’s Flight Attendants and Inflight Management team to ensure the highest level of safety and reliability while also meeting the company’s customer experience expectations. The successful individual is responsible for providing a high level of service and support. Good communication skills are required, and the successful candidate must be able to exhibit the values and culture of the company while working with all levels of the Company in a fast-paced/dynamic environment.

1. Responsibilities
   
   • Co-ordinate, monitor and support the Passenger Services team.
   • Assist Passenger Service Agents in their assigned areas to ensure Agents are performing their duties in a professional, safe and efficient manner, according to Company/Carrier’s standards.
   • Ensure a smooth operation through co-ordination between department and agencies to achieve a safe on-time operation.
   • Monitor, evaluate and recommend training needs as required to ensure the quality and competence of employees is maintained. Maintain training records for Agents.
   • Attend to the day-to-day administration, i.e. ordering supplies, improving staff procedures and communications, and investigating problems/delays.
   • Liaison with Carriers’ representatives to ensure their requirements and standards are being met.
   • Assist in maintaining staff morale and have clear and open communication with staff.
   • Cover any manpower shortages and/or assist whenever necessary.
   • Oversee the departure and arrival of passengers, ensuring they are in compliance with all company policies, laws, and regulations.
   • Other duties as assigned.

1. Qualifications

• Must be 18 years of age and have a high school diploma, GED or equivalent work experience.
• Basic Computer Skills.
• Must be able to pass all pre-employment testing including drug testing and a physical.
• Ability to safely lift to 70 lbs.
• Work under pressure
• Must maintain a valid state driver’s license.
• Must be able and flexible to work variable shifts including weekends and holidays.
• You may have to deal with long queues.
• You may be based at a desk or moving around the airport.
• You would have to wear a uniform.