Customer Service Supervis BWI Airport

WHERE FRIENDLY TAKES FLIGHT BECOME A CUSTOMER SERVICE AGENT SUPERVISOR TODAY!

The Customer Service Supervisor leads and supports a team of agents to ensure efficient passenger services oversee check-in and boarding resolve issues enforce airline policies and promote excellence through training and collaboration across airport operations.

WHY WORK FOR PRIMEFLIGHT
Enjoy benefits like 401(k) with matching health dental vision and life insurance paid time off growth opportunities and more (*part-time benefits may vary)
We are committed to being a leading provider of commercial services within the aviation industry
Our teams focus on maintaining a positive working environment and treating all team members with respect
With more than 200 locations across the world we offer opportunities for career progression
Enjoy a competitive pay scale

SUMMARY OVERVIEW

The Customer Service Supervisor is responsible for supervising and leading a team of customer service agents to ensure a smooth and efficient passenger experience. This role involves overseeing check-in and boarding processes addressing passenger inquiries and concerns and upholding compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services resolve operational challenges and contribute to maintaining a positive airport environment. Additionally you will play a key role in training and developing customer service agents monitoring performance and fostering a culture of excellence in customer service delivery.

RESPONSIBILITIES

• Oversee the daily operations of the customer service team to ensure high-quality passenger assistance
• Monitor and evaluate the performance of customer service agents providing feedback and coaching
• Address and resolve escalated customer complaints and issues effectively
• Train and mentor customer service staff in best practices and airport-specific procedures
• Ensure team adherence to airline and airport policies procedures and service standards
• Coordinate staff schedules breaks and shift rotations to maintain optimal service levels
• Implement strategies to enhance customer satisfaction and streamline service processes
• Maintain up-to-date knowledge of flight information gate assignments and airport services
• Facilitate effective communication between customer service agents and other airport departments
• Manage ticketing and reservation systems overseeing booking changes and upgrades
• Conduct regular team meetings to share updates gather feedback and discuss service improvements
• Prepare reports on customer service activities incidents and performance metrics
• Assist in the development and update of customer service manuals and training materials
• Foster a positive and collaborative work environment encouraging teamwork and employee engagement
• Participate in recruiting and hiring new customer service staff
• Exemplify PrimeFlight customer service and safety standards
• Perform any additional duties as assigned by management

QUALIFICATIONS

• 18 years of age or older
• Eligible to work in the United States
• Must have a valid state-issued drivers license with an acceptable driving record
• Communicate effectively in English (reading writing speaking)
• 5 years of customer service experience
• 2 years of Customer Service Lead
• Knowledge of the Aviation Industry
• Ability to access and interpret information in print and electronically including the use of electronic devices including IPads/Tablets Computers and Mobile Devices
• Effectively communicate with colleagues and clients both in-person and through electronic means
• Pass a background check and drug screen
• Eligibility to acquire needed credentials and clearances (FAA TSA Port Authority U.S. Customs and U.S. Postal- as applicable)
• Airlines are 24/7 so we need our team members to be flexible to work various shifts including nights weekends and holidays

To perform this job successfully an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment knowledge skill and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

PHYSICAL ACTIVITY/WORKING CONDITIONS MAY INCLUDE:

• Ability to lift up to 70 pounds
• Prolonged standing and walking in an indoor/outdoor environment as applicable
• May need to reach with arms and grasp with hands
• May need to push pull
• May need to bend stretch squat kneel
• Exposure to moderate and at times high noise levels
• Be able to hear and respond to the spoken voice and to audible alarms
• Tasks may involve repetitive motions of the arms wrists hands and/or fingers
• Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

The pay rate listed on this post is what the company reasonably expects to pay for this position. However individual compensation may vary based on factors including qualifications skills competencies education and experience.

PrimeFlight Aviation Services Inc. is proudto be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service Inc. without regard to race ethnicity religion color sex gender gender identity or expression sexual orientation national origin ancestry uniform service member and veteran status marital status pregnancy age protected medical condition genetic information disability or any other protected status in accordance with all applicable federal state/province and local laws.

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