Airport Customer Service Supervisor: Lead & Elevate

PrimeFlight Aviation Services; Jacksonville, Northern (FL, KY); Hybrid; USD 19,000 - 28,000; 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 Jacksonville, FL seeks a Customer Service Supervisor at JAX Airport to lead a team of agents, coordinating check-in, boarding, and information services for a smooth passenger experience.

The role focuses on coaching, performance monitoring, and cross-department collaboration with airport partners. On-site shifts, starting pay is $17 per hour, with comprehensive benefits and opportunities for growth.

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.
• Knowledge of the Aviation Industry.
• Ability to access and interpret information including IPads/Tablets and other devices.
• Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs, as applicable).
• Airlines are 24/7, so we need our team members to be flexible 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 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

English proficiency

Aviation knowledge

Customer service experience

Leadership experience

Shift flexibility

Tech literacy

Communication skills

Regulatory credentials eligibility

Job description

PrimeFlight Aviation Services in Jacksonville, FL seeks a Customer Service Supervisor at JAX Airport to lead a team of agents, coordinating check-in, boarding, and information services for a smooth passenger experience.

The role focuses on coaching, performance monitoring, and cross-department collaboration with airport partners. On-site shifts, starting pay is $17 per hour, with comprehensive benefits and opportunities for growth.