Customer Service Supervis - BWI Airport

PrimeFlight Aviation Services•Baltimore, MD

About The Position

The Customer Service Supervisor leads and supports a team of agents to ensure efficient passenger services, oversee check-in and boarding, resolve issues, enforce airline policies, and promote excellence through training and collaboration across airport operations. The Customer Service Supervisor is responsible for supervising and leading a team of customer service agents to ensure a smooth and efficient passenger experience. This role involves overseeing 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, resolve operational challenges, and contribute to maintaining a positive 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
Eligible to work in the United States
Must have a valid state-issued driver’s license with an acceptable driving record
Communicate effectively in English (reading, writing, speaking)
5 years of customer service experience
2 years of Customer Service Lead
Knowledge of the Aviation Industry
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
Eligibility to acquire needed credentials and clearances (FAA, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable)
Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays
To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.
Ability to lift up to 70 pounds
Prolonged standing and walking in an indoor/outdoor environment as applicable
May need to reach with arms and grasp with hands
May need to push, pull
May need to bend, stretch, squat, kneel
Exposure to moderate and at times high noise levels
Be able to hear and respond to the spoken voice and to audible alarms
Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers
Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

Responsibilities

Oversee the daily operations of the customer service team to ensure high-quality passenger assistance
Monitor and evaluate the performance of customer service agents, providing feedback and coaching
Address and resolve escalated customer complaints and issues effectively
Train and mentor customer service staff in best practices and airport-specific procedures
Ensure team adherence to airline and airport policies, procedures, and service standards
Coordinate staff schedules, breaks, and shift rotations to maintain optimal service levels
Implement strategies to enhance customer satisfaction and streamline service processes
Maintain up-to-date knowledge of flight information, gate assignments, and airport services
Facilitate effective communication between customer service agents and other airport departments
Manage ticketing and reservation systems, overseeing booking changes and upgrades
Conduct regular team meetings to share updates, gather feedback, and discuss service improvements
Prepare reports on customer service activities, incidents, and performance metrics
Assist in the development and update of customer service manuals and training materials
Foster a positive and collaborative work environment, encouraging teamwork and employee engagement
Participate in recruiting and hiring new customer service staff
Exemplify PrimeFlight customer service and safety standards
Perform any additional duties as assigned by management