Airport Customer Service Lead

Primeflight-Aviation-5; Cleveland (OH); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Paid time off

Career growth

Job summary

PrimeFlight Aviation Services, Inc. in Cleveland, OH is seeking a Customer Service Supervisor to lead a team of agents, ensuring a smooth passenger experience at CLE Airport.

You will oversee check-in and boarding, resolve inquiries, and uphold airline and airport policies in a fast-paced, safe environment. The role requires aviation knowledge, strong leadership, and the ability to manage schedules and performance.

Qualifications

• 18 years of age or older.
• Must be legally authorized to work in the country of employment.
• 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.
• Able to access and use information on devices (IPads/Tablets, Computers, Mobile Devices).
• Willingness to work various shifts including nights, weekends and holidays.

Responsibilities

• Oversee daily operations of the customer service team to ensure high-quality passenger assistance.
• Monitor and evaluate performance of agents, provide feedback and coaching.
• Address and resolve escalated 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 and shifts for optimal service levels.
• Maintain up-to-date flight information, gate assignments, and airport services.
• Support recruitment and onboarding of new staff.
• Collaborate with airport departments to improve passenger services.
• Prepare reports on activities and performance metrics.

Skills

Customer service

Team supervision

Airport operations knowledge

Background check readiness

Job description

PrimeFlight Aviation Services, Inc. in Cleveland, OH is seeking a Customer Service Supervisor to lead a team of agents, ensuring a smooth passenger experience at CLE Airport.

You will oversee check-in and boarding, resolve inquiries, and uphold airline and airport policies in a fast-paced, safe environment. The role requires aviation knowledge, strong leadership, and the ability to manage schedules and performance.