Customer Service Supervisor

Landline Company; Delaware; On-site; USD 29,000 - 30,000; Full time

Benefits offered by this job

10 days PTO

Flight perks

Benefits up to $10k/yr

Health insurance

Disability insurance

Life insurance

Pet insurance

EAP

HSA/FSA

Job summary

The Landline Company’s Wilmington Airport team seeks a Station Supervisor to lead daily customer service operations, support frontline agents, and ensure a seamless passenger experience for customers travelling between Wilmington and Philadelphia.

The role involves supervising agents on assigned shifts, handling escalated issues, and ensuring proper check-in, boarding, and baggage procedures in line with airline partner requirements.

Qualifications

• High School Diploma, GED, or equivalent education required.
• 2–3 years of customer service experience required.
• 1 year of leadership experience required.
• Pre-employment drug test and TSA background checks required (USDOT safety-sensitive position).

Responsibilities

• Supervise Customer Service Agents during assigned shifts and ensure adherence to operational procedures
• Provide leadership, coaching, and support to team members to ensure excellent customer service
• Assist customers with passenger check-in, boarding, and travel questions when needed
• Resolve escalated customer concerns in a professional and timely manner
• Ensure accurate entry of passenger information into reservation and airline systems
• Monitor passenger flow and boarding processes to maintain efficient operations
• Coordinate baggage handling and loading between Landline vehicles and baggage carousels
• Carry out Ground Security Coordinator functions and ensure TSA compliance
• Communicate operational updates, delays, or service issues to team members and management
• Ensure compliance with company safety procedures and service standards
• Support training of new team members and ongoing staff development
• Maintain knowledge of Landline’s products, services, and partner procedures
• Assist with shift scheduling and operational coverage as directed by station leadership
• Complete vehicle preparation, security, and documentation procedures accurately
• Coordinate passenger, baggage, and vehicle readiness for on-time departures
• All other duties as assigned

Skills

Customer service

Leadership

Communication

Problem solving

Education

High School Diploma

Tools

Airline Passenger Service System

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Supervisor

Station Ops - PA ILG Full Time New Castle, DE, US

Salary Range: $21.00 To $22.00 Hourly

Pay: From $21.00 - 22.00 per hour

The Landline Company

The Landline Company (landlineco.com) is an innovative ground transportation company that connects airline passengers to major airports through premium motorcoach service in partnership with airlines including American Airlines, Delta, JetBlue, and Air Canada.

In partnership with American Airlines, we connect passengers between Philadelphia International Airport and regional airports including Wilmington, Wilkes-Barre/Scranton, Trenton, Atlantic City, and Allentown, allowing them to check in and transfer luggage seamlessly between our vehicles and their flights.

The Role:

We’re seeking a Station Supervisor to join our Wilmington Airport team. In this role, you will oversee daily customer service operations, support frontline agents, and ensure a seamless passenger experience for customers traveling between Wilmington and Philadelphia.

This position is responsible for supervising Customer Service Agents during assigned shifts, resolving complex customer issues, and ensuring operational procedures are followed for passenger check-in, boarding, and baggage handling.

• 10 days paid time off (PTO)
• Flight perks with our airline partners for employees and eligible family members
• Up to $10,000/year in company-paid benefits
• Insurance: medical, dental, vision, short-term/long-term disability, company-paid life, pet, hospital indemnity, critical illness, supplemental life, and accident coverage
• Employee Assistance Program
• Health Savings Account (HSA) and Flexible Spending Account (FSA)

Responsibilities:

• Supervise Customer Service Agents during assigned shifts and ensure adherence to operational procedures
• Provide leadership, coaching, and support to team members to ensure excellent customer service
• Assist customers with passenger check-in, boarding, and travel questions when needed
• Resolve escalated customer concerns in a professional and timely manner
• Ensure accurate entry of passenger information into reservation and airline systems
• Monitor passenger flow and boarding processes to maintain efficient operations
• Coordinate baggage handling and loading between Landline vehicles and baggage carousels
• Carry out Ground Security Coordinator functions and ensure compliance with TSA and airport security requirements
• Communicate operational updates, delays, or service issues to team members and management
• Ensure compliance with company safety procedures and service standards
• Support training of new team members and assist with ongoing staff development
• Maintain knowledge of Landline’s products, services, and airline partner procedures
• Assist with shift scheduling and operational coverage as directed by station leadership
• Complete required vehicle preparation, security, and documentation procedures accurately and in accordance with established policies and airport requirements
• Coordinate passenger, baggage, and vehicle readiness activities to support safe and on-time departures
• All other duties as assigned

Qualifications:

• High School Diploma, GED, or equivalent education required
• 2–3 years of customer service experience required
• 1 year of leadership experience required
• Previous lead or supervisory experience in an airport or transportation setting preferred
• Experience working with an Airline Passenger Service System is preferred
• Ability to pass a pre-employment drug test, including marijuana, and participate in random drug and alcohol testing (this is a USDOT safety-sensitive position)
• Ability to pass a company background check (7-year history) and a TSA criminal history records check (10-year history) to obtain a badge to access secure airport areas
• Valid driver’s license and reliable personal transportation required. Due to the 2:30 AM start time, public transportation, rides from friends or family, and rideshare services such as Uber or Lyft are not considered reliable transportation for this position.
• Ability to work a variety of shifts, including early mornings, weekends, and holidays
• Strong leadership and problem-solving skills
• Ability to build rapport with customers and support team members
• Ability to prioritize tasks and manage multiple responsibilities
• Positive attitude, strong work ethic, and professional demeanor
• Excellent written and verbal communication skills with attention to detail
• A willingness to learn new systems and remain flexible in challenging situations
• Ability to lift up to 70 lbs

Shift : This operation runs 7 days a week, 365 days a year, including holidays, morning, day, and evening.