Airline Customer Service Station Training Instructor

General Purpose of the Position

The Station Training Instructor – Customer Service is responsible for conducting initial and recurrent training for above-wing operations at the station. Training responsibilities include customer service procedures, safety, security, regulatory compliance, and airline-specific operational requirements.

This role is cross-utilized within all above-wing operations and supports station operations as needed.

Essential Duties and Responsibilities

• Facilitate initial and recurrent customer service training for all above-wing operational functions within the station.

• Evaluate and oversee customer service procedures to ensure safety, regulatory compliance, and operational standards are maintained.

• Create, maintain, and manage training records in accordance with company, airline, and FAA regulations.

• Conduct training on required programs, including Hazardous Materials (HazMat) recognition, security procedures, ACAA compliance, and other regulatory requirements.

• Train employees on airline-specific policies and procedures related to customer service and station operations.

• Support the Training Department in achieving operational and corporate goals.

• Assist in the development and improvement of training programs and overall service delivery.

• Provide operational support to station leadership during periods when training classes are not in session.

• Communicate effectively, both verbally and in writing, with trainees, team members, and management.

• Support station operations, training initiatives, and special projects as assigned.

• Perform additional duties as assigned by the Station Manager.

Minimum Requirements

• Must successfully pass a ten (10) year background check.

• Must successfully complete a pre-employment drug screening.

• Must be legally authorized to work in the United States in accordance with the Immigration Reform and Control Act of 1986.

Competency and Behavioral Expectations

Successful candidates will demonstrate:

• A positive, cooperative, and professional attitude toward colleagues and customers.

• Reliability, accountability, and dependability in fulfilling job responsibilities.

• Strong attention to detail and commitment to safety and compliance.

• The ability to maintain composure and professionalism in high-pressure environments.

• Openness to feedback and adaptability in a dynamic work environment.

• Initiative and the ability to work independently with minimal supervision.

• Persistence and problem-solving abilities when faced with operational challenges.

• Sensitivity to the needs of coworkers and customers, demonstrating respect and teamwork.

• A willingness to take on responsibilities and embrace new challenges.

Physical Requirements

The physical demands described here are representative of those required to successfully perform the essential functions of this position.

• Must be able to lift and carry up to 70 pounds.

• Must be able to lift a 70-pound suitcase from the floor to a height of 18 inches.

• Must be able to carry a 70-pound suitcase up to 25 feet.

• Ability to perform repetitive physical movements, including bending, squatting, kneeling, crawling, twisting, and lifting.

• Ability to stand for extended periods, up to four hours at a time.

• Must possess sufficient vision, mobility, and dexterity to safely perform job duties.

Work Environment

This position operates within an airport environment, both indoors and outdoors.

• Exposure to varying weather conditions, including extreme heat, cold, wind, and precipitation.

• Exposure to high noise levels typical of airport ramp and terminal environments.

• Must be willing to work flexible schedules, including nights, weekends, and holidays.

Travel Requirements

Occasional travel may be required for:

• Company training events

• Industry conferences

• Operational support at other stations

Travel may include day trips, overnight stays, or multi-day assignments.

The employee's signature below constitutes the employee's understanding of the requirements, essential functions, and duties of the position.

Signature: _____