Airport Customer Service Supervisor
About The Position
The Landline Company is an innovative ground transportation company that connects airline passengers to major airports through premium motorcoach service in partnership with airlines including American Airlines, Sun Country, Delta, Jet Blue, and Air Canada. We are launching service between Sonoma County/Santa Rosa and the San Francisco, allowing passengers to check in and transfer luggage seamlessly between our vehicles and partner flights. This will interview in person on Aug 19th, 20th, or 25th, and start on/around Sept 17th. We’re seeking a Customer Service Supervisor to join our Airport team. In this role, you will oversee daily customer service operations, support frontline agents, and ensure a seamless passenger experience for customers traveling between Sonoma County and SF. This position is responsible for supervising Customer Service Agents during assigned shifts, resolving complex customer issues, and ensuring operational procedures are followed for passenger check-in, boarding, and baggage handling.
Requirements
- High School Diploma, GED, or equivalent education required
- 2 – 3 years of customer service experience required
- 1 year of leadership experience required
- Ability to pass a preemployment drug test including Marijuana and to participate in random drug and alcohol testing (this is an FAA safety-sensitive position)
- Ability to pass a preemployment criminal background check to obtain a badge to access secure airport locations
- Ability to work holidays, with many shifts starting at 4:00 AM throughout the evening
- Ability to work a variety of shifts including nights, weekends and holidays
- Strong leadership and problem-solving skills
- Ability to build rapport with customers and support team members
- Ability to prioritize tasks and manage multiple responsibilities
- Positive attitude, strong work ethic, and professional demeanor
- Excellent written and verbal communication skills with attention to detail
- A willingness to learn new systems and remain flexible in challenging situations
- Valid driver's license and reliable personal transportation required
- Ability to lift up to 70lbs
Nice To Haves
- Previous leadership, lead, or supervisory experience preferred
- Experience working with an airline Passenger Service System is preferred
Responsibilities
- Supervise Customer Service Agents during assigned shifts and ensure adherence to operational procedures
- Provide leadership, coaching, and support to team members to ensure excellent customer service
- Assist customers with passenger check-in, boarding, and travel questions when needed
- Resolve escalated customer concerns in a professional and timely manner
- Ensure accurate entry of passenger information into reservation and airline systems
- Monitor passenger flow and boarding processes to maintain efficient operations
- Coordinate baggage handling and loading between Landline vehicles and baggage systems
- Communicate operational updates, delays, or service issues to team members and management
- Ensure compliance with company safety procedures and service standards
- Support training of new team members and assist with ongoing staff development
- Maintain knowledge of Landline’s products, services, and airline partner procedures
- Assist with shift scheduling and operational coverage as directed by station leadership
- Complete required vehicle preparation, security, and documentation procedures accurately and in accordance with established policies and airport requirements
- Coordinate passenger, baggage, and vehicle readiness activities to support safe and on-time departures
- All other duties as assigned
Benefits
- 10 days paid time off (PTO)
- Flight perks with eligible partner Airlines for employees and eligible family members
- Up to $10,000/year in company-paid benefits
- 401(k) retirement plan
- Insurance: medical, dental, vision, short term/long term disability, company-paid life, pet, hospital indemnity, critical illness, supplemental life, and accident coverage
- Employee Assistance Program
- Airline Credit Union banking
- Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Double pay holiday pay
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
