Airport Customer Experience Supervisor

Primeflight-Aviation-5; Richmond (VA); On-site; USD 37,000 - 42,000; 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 Richmond International Airport (RIC).

This on-site role leads a team of customer service agents, oversees check-in and boarding processes, handles escalated inquiries, and ensures compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services and maintain a positive airport environment.

Qualifications

• 18 years of age or older.
• Legally authorized to work in the United States.
• English proficiency (reading, writing, speaking).
• 5 years of customer service experience.
• 2 years of Customer Service Lead experience.
• Aviation industry knowledge.
• Ability to access and interpret information on devices (IPads/Tablets, Computers, Mobile).
• Effective communication with colleagues and clients in person or electronically.
• Eligibility to obtain required credentials/clearances (FAA, RAIC, TSA, Port Authority, etc.).
• 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 performance, provide feedback and coaching.
• Address and resolve escalated customer complaints and issues effectively.
• Train and mentor staff in best practices and airport procedures.
• Ensure adherence to airline and airport policies and service standards.
• Coordinate staff schedules, breaks, and shift rotations.
• Implement strategies to enhance customer satisfaction and streamline processes.
• Maintain knowledge of flight information, gate assignments, and services.
• Facilitate communication between agents and other airport departments.
• Manage ticketing and reservation systems, oversee changes and upgrades.
• Conduct regular team meetings and share updates.
• Prepare reports on activities, incidents, and performance metrics.
• Assist in developing and updating customer service manuals and training materials.
• Foster a positive, collaborative work environment and employee engagement.
• Participate in recruiting and hiring new staff.
• Demonstrate PrimeFlight customer service and safety standards.

Skills

Customer service

Team leadership

Aviation knowledge

Communication

Shift flexibility

Credentials eligibility

Job description

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor at Richmond International Airport (RIC).

This on-site role leads a team of customer service agents, oversees check-in and boarding processes, handles escalated inquiries, and ensures compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services and maintain a positive airport environment.