About the job
Join Pacific Aviation, a premier airport-handling service provider, renowned for delivering unparalleled service to some of the world's leading airlines. With a legacy of over 30 years, we take pride in fostering the growth and development of our team members, who are the cornerstone of our success. We currently operate at three major airports on the West Coast (LAX, SFO, & SEA) and are poised for expansion across the United States.
At Pacific Aviation, we embrace diversity and believe that a varied team enhances our strength. We celebrate unique backgrounds and perspectives, which enrich our workplace and community. We evaluate all candidates for hire, promotion, and performance solely based on merit.
KEY RESPONSIBILITIES
- Integrate technical and manual methods in line with contractual obligations, ensuring customer airline expectations are met.
- Act as a liaison between clients, upper management, employees, vendors, and governmental agencies.
- Direct and coordinate airline passenger service operations at the airport terminal.
- Ensure operations align with the service level agreements established between Pacific Aviation and client airlines.
- Adhere to and resolve all relevant company, airline, airport, and government policies and regulations, addressing customer service issues promptly.
- Oversee the preparation of staff work schedules for optimal utilization of human resources.
- Compile and submit reports related to daily flight operations, payroll hours, billing, and monthly staff schedules.
- Engage in the Quality Management system, proposing and implementing preventive or corrective measures while facilitating the onboarding of new employees.
- Develop and implement training programs as directed by airline or company management.
- Participate in staff performance evaluations.
- Lead investigations into workplace incidents or safety and security violations and recommend corrective actions as necessary.
- Monitor compliance in routine quality and safety audits and address any discrepancies with the station manager.
- Propose and monitor methods for operational improvements.
- Conduct assessments of new hires’ customer service competencies upon completion of on-the-job training.
- Complete recurrent competency assessments for Customer Service Agents at least once annually.