Customer Service Supervisor - BWI Airport

Customer Service Supervisor

Where friendly takes flight become a customer service supervisor today!

Interested in working in aviation? Are you looking for a job with stability and growth opportunities? If you are looking for a career with growth potential and work well in a fast-paced, team-oriented environment, we want to speak to you!

Why work for PrimeFlight?

• Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more (*Benefits may vary based on eligibility)
• 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

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
• Must be legally authorized to work in the country of employment.
• Must hold a valid driver's license.
• 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, RAIC, 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 proud to 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.

SMS/Text Communications

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Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.