Part-Time Customer Service Lead- BWI Airport
About The Position
The Customer Service Agent Lead is responsible for supervising and leading a team of customer service agents to provide outstanding assistance to passengers and visitors. This leadership role involves ensuring smooth check-in and boarding processes, addressing passenger inquiries and concerns, and upholding compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services and contribute to maintaining a positive and efficient airport environment. Additionally, you will play a key role in training and developing customer service agents, monitoring performance, and fostering a culture of excellence in customer service delivery.
Requirements
- 18 years of age or older
- Must be legally authorized to work in the country of employment.
- Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable).
- Must hold a valid driver's license.
- Communicate effectively in English (reading, writing, speaking)
- 1 year as a Customer Service Agent
- Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices
- Effectively communicate with colleagues and clients, both in-person and through electronic means
- Pass a background check and drug screen
Responsibilities
- Supervise and lead a team of customer service agents, ensuring high-quality passenger service
- Train and mentor new agents in customer service protocols and airport procedures
- Coordinate staff schedules and assignments to ensure adequate coverage at all times
- Monitor team performance and provide constructive feedback to improve service quality
- Handle escalated customer issues and complaints with professionalism and tact
- Ensure team compliance with all airline and airport regulations and procedures
- Develop strategies to enhance customer satisfaction and streamline service operations
- Maintain up-to-date knowledge of flight schedules, gate information, and any changes in airport services
- Collaborate with other airport departments to resolve operational issues affecting customer service
- Oversee boarding processes, ensuring efficient and accurate handling of passengers
- Manage ticketing and reservation systems, processing changes and upgrades as necessary
- Conduct regular briefings and meetings with the team to share updates and discuss improvements
- Evaluate and recommend improvements in customer service tools and technologies
- Ensure proper documentation and record-keeping for all customer service transactions
- Foster a positive and inclusive work environment, promoting teamwork and employee engagement
- Exemplify PrimeFlight customer service and safety standards
- Perform any additional duties as assigned by management
Benefits
- 401(k) with matching
- health, dental, vision, and life insurance
- paid time off
- growth opportunities
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
