Airport Customer Experience Supervisor

PrimeFlight Aviation Services; Eugene (OR); Hybrid; USD 25,000 - 33,000; 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 Supervisor at Eugene (EUG) Airport to lead a team providing frontline passenger support and ensuring smooth check-in and boarding processes.

This role drives excellence in service delivery and safety adherence in a fast-paced aviation environment. The supervisor will train staff, monitor performance, coordinate schedules, handle escalated issues, and collaborate with other airport departments to optimize passenger services.

Qualifications

• 18 years of age or older.
• Must be legally authorized to work in the country of employment.
• Must hold a valid driver's license.
• Communicate effectively in English (reading, writing, speaking).
• 5 years of customer service experience.
• 2 years of Customer Service Lead experience.
• Knowledge of the Aviation Industry.
• Ability to access and interpret information in print and electronically (devices incl. iPads/tablets, computers, mobile devices).
• Ability to communicate with colleagues and clients in person and via electronic means.
• Pass a background check and drug screen.
• Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs, as applicable).
• Flexibility to work various shifts including 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.
• 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.
• Perform any additional duties as assigned by management.

Skills

Customer service experience

Leadership

Aviation industry knowledge

English communication

Job description

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor at Eugene (EUG) Airport to lead a team providing frontline passenger support and ensuring smooth check-in and boarding processes.

This role drives excellence in service delivery and safety adherence in a fast-paced aviation environment. The supervisor will train staff, monitor performance, coordinate schedules, handle escalated issues, and collaborate with other airport departments to optimize passenger services.