Part- Time Customer Service Supervisor - MSY Airport

PrimeFlight Aviation Services•Kenner, LA

8d•Onsite

About The Position

The Customer Service Supervisor leads a team of customer service agents to support a smooth and efficient passenger experience. The role oversees check-in and boarding, responds to passenger inquiries and concerns, ensures compliance with airline policies and safety regulations, and coordinates with airport departments to improve passenger services and address operational challenges. The supervisor also trains and develops agents, monitors performance, and promotes excellent customer service.

Requirements

Be at least 18 years of age.
Be legally authorized to work in the country of employment.
Communicate effectively in English, including reading, writing, and speaking.
Have 5 years of customer service experience.
Have 2 years of Customer Service Lead experience.
Have knowledge of the aviation industry.
Be able to access and interpret printed and electronic information using devices such as iPads/tablets, computers, and mobile devices.
Communicate effectively with colleagues and clients in person and electronically.
Be eligible to obtain required credentials and clearances, as applicable, including FAA, RAIC, TSA, Port Authority, U.S. Customs, and U.S. Postal credentials.
Be flexible to work various shifts, including nights, weekends, and holidays.
Be able to perform the essential requirements, with reasonable accommodation available for individuals with disabilities.

Responsibilities

Oversee daily customer service team operations and passenger assistance.
Monitor agent performance and provide feedback and coaching.
Resolve escalated customer complaints and issues.
Train and mentor staff on best practices and airport-specific procedures.
Ensure compliance with airline and airport policies, procedures, and service standards.
Coordinate staff schedules, breaks, and shift rotations.
Implement strategies to improve customer satisfaction and streamline service processes.
Maintain current knowledge of flight information, gate assignments, and airport services.
Facilitate communication between customer service agents and other airport departments.
Manage ticketing and reservation systems, including booking changes and upgrades.
Conduct team meetings to share updates, gather feedback, and discuss service improvements.
Prepare reports on customer service activities, incidents, and performance metrics.
Assist with developing and updating customer service manuals and training materials.
Foster a positive, collaborative work environment and encourage teamwork and employee engagement.
Participate in recruiting and hiring customer service staff.
Exemplify PrimeFlight customer service and safety standards.
Perform additional duties assigned by management.