Airline Passenger Service Lead - Training & Operations

Trego-Dugan Aviation Inc; West Palm Beach (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Trego-Dugan Aviation Inc. is seeking a Lead Customer Service Agent in West Palm Beach, Florida. The role oversees airline product support, directs Customer Service Agents, and ensures safety, quality, and regulatory compliance across front-line operations.

The position requires mentoring staff, coordinating with air carriers and TSA, and managing shift coverage, training, and reporting. A minimum aviation industry experience of 1 year is preferred, with 6 months in Airline Service Agent duties.

Qualifications

• Requires a 1-year of experience in the aviation industry. At least 6 months of the experience must be equivalent to an Airline Service Agent to include ticketing and/or Ramp Services support

Responsibilities

• Plans, organizes, directs, and participates in the Customer Service operations for both contracted commercial flights and charter aircraft.
• Directs and trains assigned Customer Service Agents working the product. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training.
• Schedules On the Job Training (OJT) as required including record keeping.
• Completes the weekly airline deposits and daily sales reports, as well as other reports as requested by the Station and or Customer Service Manager.
• Troubleshoot Agent and Passenger issues, providing short and long term solutions.
• Daily review of the aircraft flight schedule and advise the Station Manager and others as required.
• Order supplies as required and notification of all necessary parties.
• Responds to procedural questions from Agents, while encouraging independence and additional training as needed.
• Implements departmental policy as directed for Customer Service operations. Advises the Customer Service Supervisor on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
• Participates in the operation and training of various types of ground equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, tow bars and portable stairs in and around aircraft. Ensures ground equipment is maintained in good working order at all times.
• Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives and procedures. Implements necessary changes in operations as directed.
• Maintains emergency checklists and supplies.
• Prepares and submits verbal and written reports related to ground service activities and Customer Service Agents as required.
• Creates and maintains a frequently asked question manual for agents.
• Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays.

Job description

Trego-Dugan Aviation Inc. is seeking a Lead Customer Service Agent in West Palm Beach, Florida. The role oversees airline product support, directs Customer Service Agents, and ensures safety, quality, and regulatory compliance across front-line operations.

The position requires mentoring staff, coordinating with air carriers and TSA, and managing shift coverage, training, and reporting. A minimum aviation industry experience of 1 year is preferred, with 6 months in Airline Service Agent duties.