Airport Customer Service Lead — Elevate Passenger Experience

PrimeFlight Aviation Services; Baltimore, Northern (MD, KY); Hybrid; USD 42,000 - 56,000; 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 in Baltimore, MD is seeking a Customer Service Agent Lead to supervise and mentor a team of passenger service agents, ensuring smooth check-in and boarding processes. You will train new agents, manage schedules, resolve escalated issues, and uphold airline safety and customer service standards in a fast-paced airport setting.

This on-site role requires English communication, flexibility for shifts including nights/weekends/holidays, and a commitment to service

Qualifications

• 18 years of age or older.
• Authorized to work in the United States.
• Eligibility to acquire credentials (FAA, RAIC, TSA, Port Authority, U.S. Customs as applicable).
• 1 year of customer service experience.

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 airline and airport regulations and procedures.
• Develop strategies to enhance customer satisfaction and streamline service operations.
• Maintain knowledge of flight schedules, gate information, and changes in airport services.

Skills

Customer service

Team leadership

English fluency

Job description

PrimeFlight Aviation Services in Baltimore, MD is seeking a Customer Service Agent Lead to supervise and mentor a team of passenger service agents, ensuring smooth check-in and boarding processes. You will train new agents, manage schedules, resolve escalated issues, and uphold airline safety and customer service standards in a fast-paced airport setting.

This on-site role requires English communication, flexibility for shifts including nights/weekends/holidays, and a commitment to service