Airport CS Supervisor - Elevate Passenger Experience

Primeflight-Aviation-5; Vero Beach (FL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k) with matching

Health, dental, vision, and life保险

Paid time off

Growth opportunities

Job summary

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor for VRB Airport. The role leads a team of agents to ensure a smooth passenger experience, overseeing check-in, boarding, and inquiries while maintaining safety and airline policy compliance.

You will work on-site at VRB, coordinate with airport departments, mentor staff, and support performance reporting. Strong communication and leadership in a fast-paced environment are essential.

Qualifications

• Minimum of 4 years of airport customer service experience
• Minimum of 2 years of leadership or supervisory experience
• Must be able to communicate effectively in English
• Ability to access and interpret information using devices (IPads/Tablets, Computers, Mobile Devices)
• Pass a background check and drug screen
• Eligible to work in the United States
• Flexible to work nights, weekends and holidays

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
• 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

Job description

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor for VRB Airport. The role leads a team of agents to ensure a smooth passenger experience, overseeing check-in, boarding, and inquiries while maintaining safety and airline policy compliance.

You will work on-site at VRB, coordinate with airport departments, mentor staff, and support performance reporting. Strong communication and leadership in a fast-paced environment are essential.