Airport Customer Service Supervisor - SBA FT

Unifi • Santa Barbara, CA

6d • Onsite

About The Position

The Airport Customer Service Supervisor oversees and coordinates employees’ daily activities to ensure safe and effective airport operations. The supervisor monitors compliance with applicable OSHA, TSA, DOT, and USPS regulations, company policies, safety procedures, and laws. The role manages shift schedules and assignments, including training, breaks, vacations, overtime, coverage for absences, and shift rotations; conducts shift meetings; assists with payroll and shift paperwork; and handles employee relations matters, including enforcing policies and addressing conflicts. The supervisor communicates operational issues to the manager and performs customer service duties as needed, assisting passengers with check-in and arrival, special-needs services, ticketing, boarding, baggage, reservations, directions, and complaint resolution.

This position supervises Customer Service Agents and Leads. It is based in Santa Barbara, California, and requires flexibility to work a variety of shifts, including morning, overnight, and evening shifts, as well as weekends, holidays, and overtime. Work is outdoors and may involve exposure to varied weather, moving vehicles or aircraft, radio equipment, noise, fumes, dirt, and dust. The role also has substantial physical demands, including routinely moving items weighing 70 pounds or more.

Requirements

• Be a local, in-state resident.
• Hold a valid in-state driver’s license.
• Pass a pre-employment drug screen.
• Pass a background check of up to 10 years.
• Be at least 18 years of age.
• Have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• Complete SIDA training to obtain airport authority security identification.
• Have at least 2 years of relevant experience.
• Be open-minded and ready to work as part of a detail-oriented team.
• Demonstrate excellent customer service skills and a strong work ethic.
• Be able to work in a team-oriented environment.
• Be able to type or use a computer keyboard at sufficient speed for the role.
• Be able to understand documents and learn and follow ticketing procedures and other rules and regulations.
• Be able to communicate information and instructions verbally and/or using radio equipment.
• Be able to communicate effectively and professionally.
• Be able to lift, carry, push, pull, and move items weighing 70 pounds or more regularly, and repetitively lift 40 to 50 pounds onto raised surfaces.
• Be able to walk, climb, bend, kneel, crawl, and stoop frequently and for extended periods.
• Be able to work in cramped or high places and carry heavy items up and down jetway stairs.

Nice To Haves

• High school diploma or GED.
• At least 4 years of relevant experience.
• Relevant supervisory experience.
• Strong leadership qualities and the ability to create a passionate and efficient workforce.
• Ability to resolve employee conflicts effectively.
• Ability to apply creative solutions that positively affect results.

Responsibilities

• Supervise and coordinate employees’ daily activities to support safe and effective operations.
• Monitor and enforce safe work practices in accordance with OSHA, TSA, DOT, and USPS regulations, company policies and procedures, and applicable laws.
• Manage shift schedules, including workstation assignments, training, vacations, breaks, overtime, coverage for absent employees, and shift rotations.
• Enforce company policies and procedures, including disciplinary action, and promote equal employment opportunity, professional conduct, and diversity initiatives.
• Investigate and respond to employee relations issues in a timely manner.
• Communicate problems and operational issues to the manager.
• Schedule and conduct shift meetings.
• Assist with payroll administration, complete shift paperwork, and perform other administrative functions.
• Perform customer service duties as needed, including assisting passengers with arrival and check-in, special-needs support, ticketing, boarding, baggage, reservations, directions, and complaints or other problems.
• Supervise a team of Customer Service Agents and Leads.
• Perform other related duties within the skills and experience expected for the position.

Benefits

• Flight benefits for the employee and family.
• Competitive pay with daily access to earned wages.
• Paid holidays and paid time off.
• Comprehensive medical, dental, and vision insurance.
• 401(k) with a 3% company match contribution when the employee contributes 9% to the retirement plan, after 30 days for full-time employees.
• Exclusive discounts and additional wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed