Airport Customer Service Supervisor — Lead & Develop Team

PrimeFlight Aviation Services; Santa Rosa (CA); On-site; USD 66,334,000 - 70,632,000; 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 is seeking a Customer Service Supervisor at STS Airport to lead a team of agents, oversee check-in and boarding, and ensure compliance with policies and safety regulations. The role involves training staff, coordinating schedules, and driving a positive passenger experience in a fast-paced airport setting.

The ideal candidate has multiple years of airport customer service and leadership experience, with strong communication skills and a focus on safety.

Qualifications

• Minimum of 2 years of leadership or supervisory experience.
• Minimum of 4 years of airport customer service experience.
• Strong knowledge of airport policies and safety regulations.

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

Leadership

Supervisory experience

Customer service

Airport operations

English proficiency

Job description

PrimeFlight Aviation Services is seeking a Customer Service Supervisor at STS Airport to lead a team of agents, oversee check-in and boarding, and ensure compliance with policies and safety regulations. The role involves training staff, coordinating schedules, and driving a positive passenger experience in a fast-paced airport setting.

The ideal candidate has multiple years of airport customer service and leadership experience, with strong communication skills and a focus on safety.