Airport Customer Service Lead

PrimeFlight; Jacksonville (FL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

401(k) with matching

Health, dental, vision, and life保险

Paid time off

Growth opportunities

Job summary

PrimeFlight in Jacksonville, FL is seeking a Customer Service Agent Lead to supervise a team of agents, ensure smooth check-in and boarding processes, and deliver outstanding passenger service.

You will train new agents, coordinate schedules, monitor performance, handle escalated issues, and maintain compliance with airline and airport rules. This role requires strong English, 1 year CS experience, and flexibility for 24/7 operations.

Qualifications

• 18 years of age or older
• Must be legally authorized to work in the country of employment.
• Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable).
• Must hold a valid driver's license.
• Communicate effectively in English (reading, writing, speaking)
• 1 year as a Customer Service Agent
• Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices
• Effectively communicate with colleagues and clients, both in-person and through electronic means
• Pass a background check and drug screen
• Airlines are 24/7, so we need our team members to be flexible 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 any 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

Customer service

Team leadership

Training

Scheduling

Job description

PrimeFlight in Jacksonville, FL is seeking a Customer Service Agent Lead to supervise a team of agents, ensure smooth check-in and boarding processes, and deliver outstanding passenger service.

You will train new agents, coordinate schedules, monitor performance, handle escalated issues, and maintain compliance with airline and airport rules. This role requires strong English, 1 year CS experience, and flexibility for 24/7 operations.