SUMMARY OVERVIEW

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.

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

QUALIFICATIONS

• 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).

• 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

• 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.

PHYSICAL ACTIVITY/WORKING CONDITIONS MAY INCLUDE:

• 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)

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.

PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.

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