Aviation Customer Service Lead — Team & Ops Coach

PrimeFlight Aviation Services; Columbus (OH); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Growth opportunities

Job summary

PrimeFlight Aviation Services is seeking a Customer Service Agent Lead to supervise a team of agents and ensure outstanding passenger assistance. You will oversee check-in and boarding processes, resolve inquiries, and uphold airline policies for safe, efficient service.

The role requires prior customer service experience, strong English communication, flexibility to work varied shifts, and the ability to pass a background check.

Qualifications

• Must be at least 18 years old.
• Authorized to work in the United States.
• Eligible to obtain FAA/RAIC/TSA/Port Authority clearances as applicable.
• Proficient in English (reading, writing, speaking).
• Minimum 1 year as a Customer Service Agent preferred.
• Able to use IPads/tablets, computers, and mobile devices.
• Must pass a background check and drug screen.
• Willing to work nights, weekends, and holidays.

Responsibilities

• Supervise and lead a team of customer service agents and ensure high-quality passenger service.
• Train and mentor new agents in protocols and airport procedures.
• Coordinate staff schedules for full coverage at all times.
• Monitor performance and provide feedback to improve service quality.
• Handle escalated issues professionally and tactfully.
• Ensure compliance with airline and airport regulations.
• Develop strategies to enhance customer satisfaction.
• Maintain up-to-date knowledge of flight schedules and gate information.
• Collaborate with airport departments to resolve issues.

Skills

Age 18+

Work authorization

Credentials/clearances

English communication

Customer service experience

Tech proficiency

Background check

Flexible schedule

Job description

PrimeFlight Aviation Services is seeking a Customer Service Agent Lead to supervise a team of agents and ensure outstanding passenger assistance. You will oversee check-in and boarding processes, resolve inquiries, and uphold airline policies for safe, efficient service.

The role requires prior customer service experience, strong English communication, flexibility to work varied shifts, and the ability to pass a background check.