Lead Customer Service Agent: Airport Operations & Training

PrimeFlight Aviation Services; Cleveland, Northern (OH, KY); Hybrid; USD 42,000 - 62,000; 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 seeks a Customer Service Agent Lead to supervise a team of agents at the airport, ensuring smooth check-in and boarding, and assisting passengers while upholding airline policies.

You will train staff, monitor performance, handle escalated issues, and collaborate with airport departments to optimize passenger service and safety standards in a busy aviation environment.

Qualifications

• 18 years of age or older.
• Must be legally authorized to work in the country of employment.
• FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable credentials may be required.
• Fluent English communication (reading, writing, speaking).
• 1 year of experience as a Customer Service Agent.

Responsibilities

• Supervise and lead a team of customer service agents, ensuring high-quality passenger service.
• Train and mentor new agents in customer service protocols and airport procedures.
• Coordinate staff schedules and assignments to ensure adequate coverage at all times.
• Monitor team performance and provide feedback to improve service quality.
• Handle escalated customer issues and complaints professionally.
• Ensure team compliance with airline and airport regulations and procedures.
• Develop strategies to enhance customer satisfaction and streamline service operations.
• Maintain knowledge of flight schedules, gate information, and changes in airport services.

Skills

Customer service leadership

Effective communication

Work authorization

Flexibility with shifts

Background check clearance

Job description

PrimeFlight Aviation Services seeks a Customer Service Agent Lead to supervise a team of agents at the airport, ensuring smooth check-in and boarding, and assisting passengers while upholding airline policies.

You will train staff, monitor performance, handle escalated issues, and collaborate with airport departments to optimize passenger service and safety standards in a busy aviation environment.