Passenger Service Lead - CLE Airport
About The Position
The Passenger Service Lead supervises and supports a team of agents to ensure efficient check-in, boarding, and customer service, while maintaining compliance, fostering team development, and enhancing the overall passenger experience. WHAT IT'S LIKE TO WORK AS A PASSENGER SERVICE LEAD Lead a team of passenger service agents, ensuring high-quality passenger service Train and mentor new agents in passenger 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 complies 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 Exemplify PrimeFlight customer service and safety standards Perform any additional duties as assigned by management
Requirements
- 18 years of age or older
- Eligible to work in the United States
- 1 year as a Passenger Service Agent
- Communicate effectively in English (reading, writing, speaking)
- 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
Responsibilities
- Lead a team of passenger service agents, ensuring high-quality passenger service
- Train and mentor new agents in passenger 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 complies 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
- Exemplify PrimeFlight customer service and safety standards
- Perform any additional duties as assigned by management
Benefits
- Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more (part-time benefits may vary)
- We are committed to being a leading provider of commercial services within the aviation industry
- Our teams focus on maintaining a positive working environment and treating all team members with respect
- With more than 200 locations across the world, we offer opportunities for career progression
- Enjoy a competitive pay scale
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Support Activities for Transportation
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
