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Wheelchair Dispatcher/Planner

Eulen America
Location: JFK Airport
Schedule Type: Full-Time
Under the supervision of the Manager on Duty, the Wheelchair Dispatcher is responsible for proficiently and proactively assigning wheelchair agents to board, deplane and assist disabled customers safely and efficiently. The dispatcher also disseminates pertinent information is properly communicated between clients and passengers to guarantee Wheelchair Attendants are prepared and present to provide exceptional services to the travelling public!
Wheelchair Dispatcher is specifically responsible for but not limited to:
  • Exceed Eulen America and airlines customer service and safety standards
  • Knowledge of & familiar with Air Carriers Access Act and Dept of Transport Regulations (CFR Part 382) for passengers with disabilities volume of new information on a daily basis
  • Perform daily debrief with team members to ensure compliance with the ACAA and provide proficient dignified service to customers with disabilities
  • Promptly dispatch wheelchair attendants and records incoming client requests for service.
  • Ensure all Wheelchair Agents immediately confirms pickup and drop off  passengers assisted on their electron devices
  • Answer multiple phone calls for wheelchair requests from airlines inputting Wheelchair requests and dispatching agents to  Ticket Counters, Arriving and Boarding flights
  • Communicate Status of Wheelchair Requests to Airlines
  • Practice open and continuous communication and value keeping others well informed
  • Establish and maintain effective relationships with team members and clients
  • Reassign job duties as necessary and to meet demand of Wheelchair requests
  • Maintain radio communication with Managers on Duty, Terminal Coordinators Supervisors and airline reps
  • Maintain deviation of employees due to connections to other terminals
  •  Assign breaks to agents; hold agents accountable to perform job duties safely and professionally
  • Complete and maintain daily reports/logs and incident reports of any issue, observation, concern involving customer. 
Qualifications
    • High School Diploma or GED equivalent
    • Previous airport  experience in  assisting customers with disabilities
    • Ability  to work under pressure to meet deadlines while maintaining a positive attitude and providing exemplary customer service
    • Good computer skills; ability and willingness to learn GHDS SSR computer system
    • Knowledge of & familiar with Air Carriers Access Act and Dept. of Transport Regulations (CFR Part 382) for passengers with disabilities volume of new information on a daily basis
    • Excellent judgement; ability to ask smart questions and make quick impactful decisions
    • Discretion and confidentiality working with private information
    • Ability to continuously sit for shift
    • Ability to occasionally lift, push or pull 70 – 600 lbs. with assistance.
    • Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation to effectively communicate with internal and external customers
    • Resilient attitude; ability to multi task and be adaptable in fast paced airport environment
    • Willingness to work a demanding schedule; ability to work extra hours when there are operational needs 
    • Ability to work rotating shifts including weekends, holidays and days-off
    • Dependable with good attendance record
    • Ensure completion of Incident Reports for issue, incident, injury of any customer or team member