Smarte Carte · 3 months ago
Wheelchair Supervisor - Boston Logan International Airport - Part Time
Greater Boston
Part-time
Onsite
Mid Level
$20/hr - $21/hrSmarte Carte, Inc. is the leading concessionaire of self-serve vended luggage carts and other passenger services. The Airport Wheelchair Supervisor oversees the daily operations of the wheelchair assistance program, ensuring staff training, safety protocols, and customer satisfaction are prioritized.
ConsumerConsumer ElectronicsConsumer GoodsRetail
Responsibilities
Supervise, manage, and motivate a team of wheelchair assistance staff, including agents and coordinators
Ensure all staff members are trained in providing courteous, efficient, and safe wheelchair assistance
Oversee staff performance and conduct regular evaluations to ensure high service standards
Monitor staffing levels to ensure adequate coverage, especially during peak travel times
Ensure compliance with company policies, airport regulations, and safety standards
Coordinate the delivery of wheelchair assistance services for passengers at various points in the airport, including check-in counters, security, gates, baggage claim, and boarding
Ensure timely and accurate delivery of services to passengers with mobility impairments, including those with additional medical needs or specific requests
Communicate with airlines, ground staff, and other airport departments to align services and ensure smooth operations
Ensure a high level of customer service, ensuring passengers with mobility needs feel comfortable, safe, and valued during their airport experience
Resolve any complaints or issues regarding wheelchair services, working to ensure passenger satisfaction
Manage the scheduling and allocation of wheelchairs, agents, and equipment to ensure no passenger is left waiting unnecessarily
Monitor and track wheelchair inventory to ensure availability and report any damage or need for replacement to management
Ensure proper handling of wheelchairs and other mobility devices in accordance with airport procedures
Maintain knowledge of relevant safety procedures and guidelines, ensuring that wheelchair assistance operations comply with airport regulations, local laws, and international accessibility standards
Ensure all staff adhere to safety practices while assisting passengers, particularly during boarding, deplaning, and transfer processes
Assist with emergency evacuation procedures for passengers with special needs, as required
Maintain records of service requests, staff assignments, and operational performance
Generate reports on the quality of wheelchair services, including wait times, passenger feedback, and any operational issues
Provide recommendations to management for improving wheelchair service efficiency and passenger satisfaction
Work closely with airline staff, ground crews, and other departments to facilitate smooth transitions for passengers requiring wheelchair assistance
Attend regular meetings with other supervisors and managers to discuss service improvements, staffing needs, and operational changes
Act as a point of contact for airline’s staff, Wheelchair Coordinators and Wheelchair Agents
Schedule group briefings with wheelchair staff at beginning of shifts
Communicate to staff on operational needs or changes (e.g., flight delays, preliminary pax counts, staffing changes)
Qualification
Required
Previous experience in customer service, airport operations, or a supervisory role is required
Strong leadership and team management skills
Excellent communication and interpersonal skills, with the ability to interact professionally with diverse groups of people
Strong problem-solving and conflict-resolution skills
Ability to remain calm under pressure and in challenging situations
Knowledge of airport safety protocols and accessibility regulations
Proficiency in using dispatching software and office tools (e.g., Microsoft Office, airport operations systems)
Computer and Smart Phone proficient
Excellent customer service and verbal communication skills
Ability to complete all required training including airport compliance
Must be at least 18 years of age
High school diploma or equivalent required
Ability to get Airport Badge is required
Drivers License is required
Ability to move about the airport and stand for long periods of time
Ability to assist passengers with boarding and deplaning when necessary, including physically assisting with wheelchair transfers
Occasional lifting or assisting with the transportation of wheelchair passengers or related equipment
Lift and carry 75 lbs
Push/Pull 75 – 300 pounds
Walk and stand for duration of shift
Work in seasonal weather conditions out of doors
Preferred
Experience in managing teams or supervising staff, particularly in an airport or transportation setting, is highly preferred
Experience working with individuals with disabilities or mobility challenges is an advantage
A college degree or relevant certifications in customer service, healthcare, or airport operations is a plus
Benefits
Company Paid Sick Time
Matching 401k
Overtime
Holiday Overtime
$5 a month paid for monthly cellular phone allowance
Company
Smarte Carte
Smarte Carte is a provider of self-serve vended luggage carts, electronic lockers, commercial strollers and massage chairs.
Founded in 1967
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-10-15Acquired
Leadership Team
Drew Niemeyer
Chief Executive Officer
Scott Warren
Chief Financial Officer
Company data provided by crunchbase