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Full-time
high school
Posted 1d ago
~40 hrs/week
Responsibilities
The Wheelchair Agent Supervisor oversees daily wheelchair assistance operations, ensuring passengers receive safe and timely service while managing staff performance and compliance. This role coordinates with airline and airport teams to resolve service issues and maintain operational efficiency across terminals.
Requirements
Candidates must have at least one year of supervisory experience and one year of experience in wheelchair assistance, customer service, or airport operations. A high school diploma or GED is required, along with the ability to work flexible schedules and meet security clearance requirements.
Full job description
Overview
People. Passion. Pride. This is what has driven our teams since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.
But at the heart of our business is our people.
Role Purpose
The Wheelchair Agent Supervisor is responsible for overseeing wheelchair assistance operations and supervising wheelchair agents to ensure passengers with mobility needs receive safe, timely, and professional service throughout the airport. This role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures.
What you will be doing
Supervise daily wheelchair assistance operations across airport terminals, gates, and baggage claim areas.
Assign work schedules, monitor staffing coverage, and coordinate service requests to ensure operational efficiency.
Ensure passengers requiring mobility assistance receive timely and professional service.
Monitor employee performance and provide coaching, training, and development to wheelchair agents.
Address escalated passenger concerns and resolve customer service issues professionally.
Coordinate with airline personnel, gate agents, dispatchers, and airport operations teams regarding passenger assistance needs.
Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies.
Monitor operational metrics, response times, and service quality standards.
Assist with hiring, onboarding, attendance management, and disciplinary actions when necessary.
Maintain accurate operational reports, staffing records, and incident documentation.
Respond quickly to irregular operations, including delays, cancellations, and high passenger volume situations.
Promote a safe, professional, and customer-focused work environment.
Ensure proper handling and maintenance of wheelchairs and mobility equipment
Perform other duties as requested
Safety, Security, Wellbeing and Compliance:
You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.
What we are looking for:
Must be 18 years of age or older
HS Diploma or GED
One (1) year of wheelchair assistance, customer service, hospitality, or airport operations experience
Minimum one (1) year of lead or supervisory experience
Excellent verbal and written communication skills
Strong leadership, communication, and conflict-resolution skills
Ability to work effectively in a fast-paced airport environment
Ability to work flexible schedules, including nights, weekends, holidays, and overtime
Airline or Airport Operations leadership experience
Knowledge of ADA compliance and passenger assistance standards
Airport terminals, gates, security checkpoints, and baggage claim areas
Fast-paced environment with frequent passenger interaction
Requires extensive walking and movement throughout airport facilities
Exposure to crowded, high-traffic operational areas
Ability to stand and walk for extended periods throughout shifts
Ability to push wheelchairs and assist passengers as needed
Ability to lift, push, and pull up to 50 pounds occasionally
Ability to respond quickly to operational and passenger service needs
Must be able to read, write, understand and carry out instructions in English
Must meet necessary requirements to obtain a security sensitive identification badge
Must be able to verbally direct in English
Must have good hearing and vision
May be required to work weekends, overnight shifts and holidays
Treat all information as confidential
Diversity
Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.
Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.
As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.
Application Instructions
Is this role ticking all the boxes for you? If so, please click apply now!
People. Passion. Pride. These have driven our team since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 350 locations in 65 countries, across six continents.
But at the heart of our business is our people.
Whether serving our clients landside or airside, above or below the wing, our teams are agile, dedicated, and eager to help.
Safety and security are at the heart of everything we do. We have a duty of care to look after each other, our customers and their customers. And we care about the communities in which we operate.
We understand that what we do makes a difference at many levels. Our services help keep people moving with everyone playing their part, delivering with precision, round the clock, every minute of every day. In this we take immense pride, and it strengthens our determination to deliver.
Our core services include ground, air cargo and fuel services.
Offices: 21-22 Bloomsbury Square, London, England, GB · 2 World Busines Centre Heathrow, Newall Road, London Heathrow Airport, Hounslow TW6 2SF, GB · 3100 S176th st, ste 201, Seatac, WA 98188, US
How many Customer Service & Support jobs are open in Indianapolis, IN right now?
There are currently 4,128 open customer service & support positions in Indianapolis, IN listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Indianapolis, IN?
Companies currently hiring include Kroger, Lowe's Companies, Inc., CVS Health, AutoZone, Indiana University Health, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Indianapolis, IN?
Yes — 398 of the 4128 open customer service & support positions offer remote or hybrid work (187 remote, 211 hybrid).
How do I apply for Customer Service & Support jobs in Indianapolis, IN?
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