Lead Customer Service Client Rep

Lead Agent Passenger Services

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 227 airport locations in 27 countries on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Lead Agent Passenger Services supports daily airport operations by guiding a team of passenger service agents to deliver safe, efficient, and customer-focused service. This role includes assigning and monitoring work, training employees on proper procedures, and leading crew briefings to ensure smooth operations. The Lead Agent is also responsible for observing performance, identifying issues, and escalating them to management when necessary. In addition, they help maintain compliance with company policies and site security requirements by monitoring activities and reporting concerns.

Compensation: $19.00/hourly

Responsibilities

Guide and support passenger service agents in delivering safe, efficient, and customer-focused service.

Assign, schedule, and monitor daily work to ensure timely and accurate completion.

Demonstrate proper work methods and conduct on-the-job training.

Lead crew meetings and communicate new or revised operational procedures.

Observe and analyze work methods, providing feedback and escalating issues to management.

Assist management with effective use of tools, equipment, and materials.

Ensure compliance with company policies, safety standards, and site security procedures.

Monitor staff, contractors, and visitors, reporting breaches or concerns as required.

Provide leadership and guidance without administering discipline or discharge authority.

Minimum Requirements

HS Diploma, GED or Equivalent.

Previous operational experience required, preferably Passenger Service.

Demonstrates qualities of leadership, initiative, and judgment.

Ability to work weekends (i.e., Friday, Saturday, Sunday), holidays, and days off.

Must be able to read, write, speak and understand the English language.

Preferred Skills

Excellent interpersonal and communication skills required.

Must have ability to work under pressure.

Physical Requirements/Working Conditions

Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs.

Frequent standing, walking, and moving throughout the airport terminal or warehouse.

Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage.

Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow.

Manual dexterity required for handling documents, operating computers, and using two-way radios.

Ability to remain on your feet for extended periods (up to 8 hours or more during shifts).

Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance.

Perks & Benefits

• Access your pay when you need it through DailyPay app!
• On the spot awards offered through the Awardco Platform including gift cards and more!
• Multiple options for both full and part-time employees for quality medical care!
• Travel Discounts, Pet insurance, Discount Shopping & More!
• Wellness Programs offered to all employees!
• 401k program offered!
• Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.

Worldwide Flight Services