Customer Service Lead
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
The Customer Service Lead at GAT Airline Ground Support plays a crucial role in ensuring a safe and efficient work environment for the entire crew while safeguarding the aircraft and ensuring optimal flight performance. This position is primarily responsible for supporting the professional development of Customer Service Agents (CSAs), ensuring they are well-versed in ground operations related to GAT policies and procedures. The Customer Service Lead collaborates with Supervisors and other leaders to manage staffing needs, support both regular and irregular operations, and may provide necessary training to CSAs to enhance their skills and knowledge. This role is vital in maintaining high standards of customer service and ensuring on-time flight performance. In addition to overseeing the CSAs, the Customer Service Lead is tasked with ensuring that all agents report to work regularly and punctually. They must ensure that CSAs are equipped with Personal Protective Equipment (PPE) and are prepared to perform their duties effectively. The Lead will provide input on operational improvements and efficiencies, report operational feedback regarding flight delays and performance to leadership, and address any security-related issues that arise. The ability to perform under pressure and within fixed time constraints is essential, as is the responsibility of ensuring that CSAs adhere to uniform standards. The Lead must also be capable of greeting and assisting customers promptly and courteously, both over the phone and in person, and handle various transactions accurately. The Customer Service Lead will also be responsible for announcing incoming and outbound flights, processing checked baggage, and utilizing airline computer systems to provide essential flight information. This role requires the ability to stand and work in one location for extended periods and to work independently without direct supervision. Overall, the Customer Service Lead is a pivotal position that ensures the smooth operation of customer service functions within the aviation environment.
