Airport Customer Service Coordinator

Montgomery Regional AirportMontgomery, AL
$25,652 - $38,324Onsite

About The Position

The fundamental reason this classification exists is to provide a variety of public relations and customer services to Montgomery Airport passengers and the public.

Requirements

  • Knowledge of business and management principles such as resource allocation and coordination as needed to properly schedule staff.
  • Knowledge of Montgomery Airport and various airline policies and procedures.
  • Knowledge of Montgomery area to include lodging, food, various attractions, and general directions.
  • Knowledge of personal standards regarding dress, language, personal hygiene, attendance, and expressed attitudes toward the public.
  • Knowledge of norms of courtesy and etiquette in relation with the public and co-workers.
  • Knowledge of services available to passengers and the public to fulfill the passenger's needs and preferences.
  • Knowledge of authority limitations in responding to and resolving customer complaints.
  • Ability to identify and adapt to the conditions and circumstances of the work, rules and regulations, and the relationships with other people to maintain a smooth running and efficient organization.
  • Ability to read written sentences and paragraphs as needed to research airline procedures, local directions, and various other patron requests/questions.
  • Ability to communicate orally and in writing with a variety of individuals from varying backgrounds in order to understand requests and provide instructions and information concerning airport services.
  • Ability to translate boarding passes, flight plan schedules and itineraries, and standard flight codes as needed to assist customers.
  • Ability to convey information in a concise fashion without loss of necessary detail.
  • Ability to understand spoken instructions or work procedures provided by supervisor or others.
  • Ability to interpret and implement instructions issued by management.
  • Ability to express apologies or explanations for the inconveniences of others.
  • Ability to use appropriate timing, tact, and discretion in communicating with passengers and the public.
  • Ability to coordinate work with others through conversation/discussion where effectiveness depends on understanding others.
  • Ability to analytically determine customer or client needs and provide appropriate assistance.
  • Ability to establish and maintain effective working relationships with others.
  • Ability to work effectively with others in stressful situations.
  • Ability to work without close supervision.

Responsibilities

  • Lead onboarding and training of all Passenger Services Aides (PSAs), ensuring consistency in service delivery and operational procedures
  • Provide ongoing coaching, mentorship, and performance feedback to team members
  • Identify training gaps and implement corrective instruction to improve service quality
  • Maintain training documentation and ensure all staff are aligned with current procedures
  • Assist in the development and management of staff schedules based on operational needs, flight activity, and peak travel periods
  • Monitor daily staffing levels and adjust coverage to address call-outs, delays, or increased passenger volume
  • Coordinate shift swaps and communicate scheduling updates to staff in a timely manner
  • Support workforce planning to ensure adequate coverage for special events and airport initiatives
  • Serve as a frontline leader by modeling exceptional customer service standards at all times
  • Respond to and resolve escalated passenger concerns in a professional and timely manner
  • Monitor team interactions to ensure a high-quality, consistent passenger experience
  • Recommend improvements to enhance customer satisfaction and airport experience
  • Act as shift lead to ensure staff are punctual, in proper uniform, and adhering to airport policies
  • Reinforce expectations related to attendance, professionalism, and service standards
  • Document performance concerns and communicate issues to management for follow-up
  • Foster a collaborative, team-oriented environment focused on accountability and service excellence
  • Maintain accurate daily logs, reports, and incident documentation
  • Serve as a liaison between staff and management to ensure clear communication of priorities and updates
  • Assist with implementation of new initiatives, programs, or operational changes
  • Support coordination with airport tenants, airlines, and partners as needed
  • Demonstrate flexibility in responding to changing operational needs in a dynamic airport environment
  • Provide direct customer service support during high-traffic periods or staffing shortages
  • Assist with special events, marketing activations, and community engagement efforts
  • Perform additional duties as assigned to support overall airport operations
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