Airport Customer Experience Lead

PrimeFlight Aviation Services; Monterey (CA); On-site; USD 52,000 - 78,000; Full time

Job summary

PrimeFlight Aviation Services is seeking a Customer Service Supervisor to lead a team delivering front-line passenger support. You will supervise check-in and boarding, resolve escalated issues, and ensure compliance with airline policies and safety regulations.

You will train staff, monitor performance, and partner with airport departments to optimize service levels. Flexibility for varied shifts including nights and weekends is required.

Qualifications

• 5 years of customer service experience.
• 2 years of Customer Service Lead.
• Knowledge of the Aviation Industry.

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.
• Conduct regular team meetings to share updates, gather feedback, and discuss service improvements.
• 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.

Skills

Customer service

Leadership

Tools

IPads/Tablets

Computers

Mobile devices

Job description

PrimeFlight Aviation Services is seeking a Customer Service Supervisor to lead a team delivering front-line passenger support. You will supervise check-in and boarding, resolve escalated issues, and ensure compliance with airline policies and safety regulations.

You will train staff, monitor performance, and partner with airport departments to optimize service levels. Flexibility for varied shifts including nights and weekends is required.