Aviation Customer Service Supervisor – Lead & Grow

PrimeFlight Aviation Services; Vero Beach (FL); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

401(k) with matching

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Job summary

PrimeFlight Aviation Services is seeking a Customer Service Supervisor to lead a team of agents ensuring smooth passenger experiences at the airport. This role covers check-in, boarding, inquiries, and compliance with policies and safety regulations, collaborating with other airport departments to optimize service delivery.

The ideal candidate will have 4+ years of airport customer service and 2+ years in a supervisory role, with strong English communication and aviation knowledge.

Qualifications

• 18 years of age or older.
• Eligible to work in the United States.
• Must have a valid state-issued driver’s license with an acceptable driving record.
• Communicate effectively in English (reading, writing, speaking).
• Minimum of 4 years of airport customer service experience.
• Minimum of 2 years of leadership or supervisory experience.
• Knowledge of the Aviation Industry.
• Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices.
• Effectively communicate with colleagues and clients, both in-person and through electronic means.
• Pass a background check and drug screen.
• Eligibility to acquire needed credentials and clearances (FAA, TSA, Port Authority, U.S. Customs and U.S. Postal- 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

Customer service

Leadership

Communication

Aviation knowledge

Technology literacy

Tools

IPads/Tablets

Computers

Mobile devices

Job description

PrimeFlight Aviation Services is seeking a Customer Service Supervisor to lead a team of agents ensuring smooth passenger experiences at the airport. This role covers check-in, boarding, inquiries, and compliance with policies and safety regulations, collaborating with other airport departments to optimize service delivery.

The ideal candidate will have 4+ years of airport customer service and 2+ years in a supervisory role, with strong English communication and aviation knowledge.