Lead Passenger Experience Agent

Trego Dugan Aviation Of Grand Island Inc; Windsor Locks (CT); On-site; USD 36,000 - 44,000; Full time

Job summary

Trego Dugan Aviation Of Grand Island Inc in Windsor Locks, CT is seeking a Lead Customer Service Agent to oversee the customer service team for both commercial and charter flights. You will train agents, manage daily operations, and ensure compliance with safety, quality, and regulatory standards.

The role requires strong leadership, exceptional communication, and a customer-focused mindset to drive service excellence across shifts, including nights, weekends, and holidays.

Qualifications

• Requires 1 year of aviation industry experience.
• At least 6 months of experience as Airline Service Agent or equivalent.
• Ability to train and supervise staff.

Responsibilities

• Plans, directs, and participates in Customer Service operations for contracted commercial flights and charter aircraft.
• Trains and supervises Customer Service Agents; maintains training records.
• Schedules on-the-job training and prepares reports.
• Responds to incidents and customer issues with short and long-term solutions.
• Ensures compliance with FAA and TSA regulations and company policies.

Skills

Customer Service

Team Leadership

Training

Job description

Trego Dugan Aviation Of Grand Island Inc in Windsor Locks, CT is seeking a Lead Customer Service Agent to oversee the customer service team for both commercial and charter flights. You will train agents, manage daily operations, and ensure compliance with safety, quality, and regulatory standards.

The role requires strong leadership, exceptional communication, and a customer-focused mindset to drive service excellence across shifts, including nights, weekends, and holidays.