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: ___________________