Airport Passenger Service Lead & Training Mentor

Trego Dugan Aviation Of Grand Island Inc; Norfolk (VA); On-site; USD 21,000 - 28,000; Full time

Job summary

Trego Dugan Aviation Of Grand Island Inc in Norfolk, VA seeks a Lead Customer Service Agent to oversee airline product delivery and train frontline staff. You will ensure productivity, safety, and regulatory compliance while maintaining exceptional customer service and coordinating with TSA and air carrier personnel.

The role requires flexibility for nights, weekends, and holidays, with duties spanning check-in, baggage handling, deicing, and other ground services.

Qualifications

• Directs and trains Customer Service Agents; maintains training records.
• Schedules On the Job Training and related record keeping.
• Prepares weekly deposits and daily sales reports; supports station reporting.
• Ensures FAA and TSA compliance; implements safety and regulatory procedures.

Responsibilities

• Plan, organize, direct and participate in Customer Service operations for flights and charters.
• Train and supervise Customer Service staff; ensure monthly compliance and yearly safety training.
• Order supplies and manage communications with TSA and air carrier personnel.
• Troubleshoot customer issues and provide short and long term solutions.
• Maintain emergency checklists and required service reports.
• Be available for multiple shifts, including nights, weekends, and holidays.

Job description

Trego Dugan Aviation Of Grand Island Inc in Norfolk, VA seeks a Lead Customer Service Agent to oversee airline product delivery and train frontline staff. You will ensure productivity, safety, and regulatory compliance while maintaining exceptional customer service and coordinating with TSA and air carrier personnel.

The role requires flexibility for nights, weekends, and holidays, with duties spanning check-in, baggage handling, deicing, and other ground services.