Lead Customer Service Agent

Job Description

Job Description

Description:

Tradewind Aviation is a leading Part 135 commuter and on-demand private charter operator with operational bases at the Waterbury/Oxford, CT (OXC), Westchester, NY (HPN), Stuart, FL (SUA) and San Juan, PR (SJU) airports. Founded by aviation enthusiasts in 2001 on the premise that all flights deserve the highest quality aircraft, crew, and service, Tradewind provides personal air travel—both private and scheduled service—throughout North America and the Caribbean.

 

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ABOUT THE CANDIDATE / ROLE 

Tradewind Aviation is seeking an experienced Customer Service Agent to step into the role of Lead Agent at our Caribbean Base in San Juan, PR. The Lead Agent will be responsible for overseeing day-to-day operations, ensuring the highest standards of safety and customer service, and providing mentoring to front-line employees while holding them accountable. This role requires a strong commitment to safety, compliance, and operational efficiency while fostering a positive work culture and maintaining flexibility in a dynamic environment. This position reports directly to the SJU Supervisors.

RESPONSIBILITIES

Operational Oversight & Compliance:

• Ensure all operations comply with company policies, airport security, federal regulations, and safety standards.
• Manage daily delivery service to ensure flights operate safely on time and customer expectations were met.
• Handle IROP situations efficiently and assist with resolutions.
• Maintain accurate documentation of operational issues and escalate employee occurrences to management.
• Assist on-duty supervisors with employee duty assignments and operational changes.

Customer Service:

• Provide real-time leadership in the terminal and on the ramp to ensure world-class customer experience.
• Address passenger needs promptly and professionally.
• Work with other departments to resolve long-term customer service needs.
• Ensure smooth and timely flight departures by coordinating and communicating effectively with internal and external teams.

Team Oversight & Development:

• Lead by example, fostering a positive and professional work environment.
• Mentor and guide all levels of Agents, ensuring company standards are met.
• Provide initial and recurrent on-the-job training for seasonal Customer Service Agents.
• Monitor employee performance and provide feedback to supervisors and managers.
• Promote teamwork, accountability, and a sense of urgency among employees.
• Maintain a strong attendance record and demonstrate ethical leadership.

Requirements:

QUALIFICATIONS

• Must be a U.S. citizen or have legal permission to reside and work in the U.S. or its territories.
• Able to successfully complete a background investigation, including FBI fingerprints and criminal history check and comply with all TSA, US Customs and Airport requirements.
• You must have a valid in-state driver’s license.

Skills & Competencies

• Fluent in English and Spanish (reading, writing, speaking, and comprehension).
• Able to efficiently use a computer for operational tasks with experience in using Microsoft Word, PowerPoint, and Excel.
• Must be self-motivated and a team player with strong communication skills.
• Able to work under pressure and within time constraints to ensure timely flight dispatch.
• Ability to handle employee and customer conflicts.
• Must always project a professional image.

Physical Requirements

• Strength to lift 15lbs
• Ability to sit at a desk and use a computer for extended periods
• Ability to hear and speak clearly on the phone and in meetings (in person or virtual)
• Ability to use hands and fingers to operate a computer keyboard, mouse, and standard office equipment.
• Working conditions
• Prolonged periods of sitting at a desk, use of computers and office equipment
• Indoor Office setting with standard lighting and temperature

Benefits

• Competitive salary
• Medical dental, vision, retirement and 401(k) plan
• Paid vacation and sick days
• Paid Parental Leave
• Fun, dynamic team with opportunities for rapid advancement
• Travel benefits on various US and International airlines