Passenger Service Supervisor

allianceground; Atlanta (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Alliance Ground International (AGI) is seeking a Passenger Service Supervisor to oversee shift operations, guide Passenger Service Agents, and ensure top-tier customer service at the gate and ticketing areas. The role emphasizes safety, adherence to airline procedures, and effective communication with ground handling teams to keep travelers informed and in the right place at the right time.

The supervisor will lead training, assign duties, resolve escalated concerns, and ensure processes for

Qualifications

• Experience leading teams on shift and resolving escalated customer concerns.
• Ability to train new hires and refresh staff on procedures.
• Strong commitment to safety and security standards.

Responsibilities

• Direct and assist Passenger Service Agents and Leads on shift, assign duties, and resolve escalated customer concerns.
• Ensure new hire and refresher training is completed for all Passenger Service Agents and Leads.
• Provide exceptional customer service per AGI and airline standards to ensure customer satisfaction at every step of their journey.
• Handle ticketing tasks including reservations, tickets, fares, refunds, baggage handling, and excess baggage charges.
• Meet aircraft at gate or loading area and coordinate with departure lounges for boarding and luggage arrangements.
• Follow safety, security, and airline procedures to ensure compliance and proper communications with ground handling teams.

Skills

Leadership

Customer service

Job description

Job Description:

From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Supervisor you'll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security, and airline-specific procedures, you'll put our customers - and their customers' needs at the heart of everything our AGI Passenger Service Supervisors do. This is a customer-facing role with a goal to providing first-class customer service to each traveler we encounter. If you are friendly, outgoing focusing on outstanding customer service, then let your career take off with AGI as a Passenger Service Supervisor!

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.

Job Responsibilities:

• Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
• Make recommendations to management on staffing decisions, including hiring, discipline and termination.
• Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
• Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
• Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers' reservations, standbys, and their luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.

Safety, Security and Compliance:

• All AGI Team members have a responsibility and duty while at work to:
• Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.
• Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.
• Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as may be required by AGI.

Physical Requirements:

• Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Must be able to stand for extended periods of time.
• Must be able to carry heavy items up and down jetway stairs.
• Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.

Knowledge, Skills, and Abilities:

• Leadership: Must be able to demonstrate the skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner.
• Appearance: Must be willing to wear uniform and insignia