Passenger Service Lead - Train Teams & Elevate Service

Atlantic City International; West Palm Beach, Northern (FL, KY); Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Flexible schedule

Job summary

Atlantic City International in West Palm Beach, FL is seeking a Lead Customer Service Agent to oversee airline product, train and guide Customer Service Agents, and ensure safety, quality and regulatory compliance.

The role requires aviation experience, the ability to work nights, weekends and holidays, and readiness to handle varying schedules and shift rotations. You will prepare reports, handle escalations, and coordinate with TSA/FAA requirements while maintaining a customer-first approach.

Qualifications

• Requires 1 year of experience in aviation.
• Ability to lead and train front-line staff across shifts.
• Knowledge of safety, quality and regulatory standards.

Responsibilities

• Lead Customer Service operations for both contracted and charter flights.
• Direct and train Customer Service Agents; maintain training records.
• Prepare and submit reports related to ground service activities and staffing.
• Coordinate with TSA, FAA and airline partners on policy and operations.
• Ensure compliance with regulations and maintain emergency checklists.
• Schedule trainings and due diligence, and respond to customer issues.

Skills

Leadership

Customer service

Training

Scheduling

Communication

Problem solving

Attention to detail

Team collaboration

Job description

Atlantic City International in West Palm Beach, FL is seeking a Lead Customer Service Agent to oversee airline product, train and guide Customer Service Agents, and ensure safety, quality and regulatory compliance.

The role requires aviation experience, the ability to work nights, weekends and holidays, and readiness to handle varying schedules and shift rotations. You will prepare reports, handle escalations, and coordinate with TSA/FAA requirements while maintaining a customer-first approach.