Customer Service Supervisor - ATL Airport
About The Position
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)
- Minimum of 4 years of airport customer service experience
- Minimum of 2 years of leadership or supervisory experience
- 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.
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
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
Full-time
Career Level
Mid Level
Education Level
No Education Listed
