Training Coordinator- Newark Airport ACES Program

Job Summary: Responsible for assisting the Airport Manager with all facets of Airport Customer Experience Service Program at the local level.

Essential Functions:

Coordinate Trainings: Leads training on all operations and equipment for all Airport Customer Experience Service Specialists (ACES), certifying those that are qualified and have passed the standard maneuverability and knowledge tests. Ensuring compliance to all BBB and PANYNJ customer service standards, procedures, and policies for operational activities.

Assists Operations Manager: Focuses on all operational activities of the local program and learns and assists with administrative functions. These functions include:

Operational Oversight: Responsible for daily guidance and direction of customer service airport operations. Assists in developing deployment plans and mentors ACES to maximize visibility and effectiveness of resources (personnel and equipment). Evaluates daily needs and ACES performance recommending adjustments to the standard deployment plan while redirecting and training ACES on better ways to meet the daily needs of the airport.

Human Resources: Recruits and selects potential candidates for hire. Trains, coaches and mentors selected staff to create a cohesive team of ACES to represent the PANYNJ.

Quality Assurance: Ensures service expectations are being met through regular shadowing and mentoring of all ACES; evaluates quality of services through measuring individual employee performances compared to expectations and overall program performance, making adjustments as necessary.

Customer Relations: Actively engages customer representatives and stakeholders as requested by the Operations Manager to discuss local issues and to set a course for continual program evolution. Implements new local strategies and trains ACES to continually improve service delivery.

Reporting: Uses a combination of standard Block by Block reporting processes combined with processes developed specifically to update stakeholders on accomplishments and program effectiveness.

Hands On: The Training Coordinator is an important element of the program's visibility and is expected to be a 'working' manager that actively participates in daily customer service tasks and duties.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications

Requirements:

• Must be at least 18 years old.
• Must have High School Diploma or GED.

Physical Requirements:

• Must have the physical capacity to traverse continuously during an eight-hour shift or ten-hour shift with normal breaks and meal break.
• Must be able to work outdoors in all conditions with provided inclement weather gear.
• Must be able to speak, read, and write the English language in order to create basic reports and communicate with travelers and staff.
• Must have basic knowledge of smartphone technology.
• The employee is frequently required to reach with hands and arms, and to use hands and fingers to handle, finger, and use computer, smartphone, or other equipment. Specific vision abilities required by this job include ability to adjust focus.