Airport Customer Experience Lead

Primeflight-Aviation-5; Tampa (FL); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

401(k) with matching

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Growth opportunities

Job summary

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Agent Lead to supervise a team of agents, ensuring smooth check-in and boarding, addressing passenger inquiries, and upholding safety and airline policies.

The role involves training, scheduling, performance monitoring, and collaboration with airport departments to optimize passenger services in a fast-paced environment. Flexibility for shifts including nights and weekends is required.

Qualifications

• Must be 18 years of age or older.
• Legally authorized to work in the United States.
• Must hold credentials/clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs as applicable).
• Must hold a valid driver's license.
• Ability to communicate effectively in English (reading, writing, speaking).
• Minimum 1 year of experience as a Customer Service Agent.
• Ability to access information in print and electronic formats and use IPads/Tablets, Computers, and Mobile Devices.
• Able to effectively communicate with colleagues and clients in-person and electronically.
• Must pass a background check and drug screen.
• Aviation environment requires flexibility to work various shifts including nights, weekends and holidays.

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 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.

Skills

English communication

Team leadership

Customer service experience

Scheduling & coordination

Problem solving & conflict resolution

Job description

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Agent Lead to supervise a team of agents, ensuring smooth check-in and boarding, addressing passenger inquiries, and upholding safety and airline policies.

The role involves training, scheduling, performance monitoring, and collaboration with airport departments to optimize passenger services in a fast-paced environment. Flexibility for shifts including nights and weekends is required.