Supervisor Customer Service

Horizon Air; Sacramento (CA); On-site; USD 61,000 - 92,000; Part time

Benefits offered by this job

Stand-by travel privileges

Comprehensive wellbeing programs

401k match

Annual bonus plans

Generous PTO

Job summary

Horizon Air is seeking a part-time Supervisor Customer Service to lead a team at the departure gates, ensuring a safe, on-time operation and regulatory compliance. You will ensure tools and equipment are ready for staff, drive passenger service standards, and coach team members to deliver excellent service.

You will manage scheduling, training, and performance, while coordinating with ITS and airport partners to resolve issues and minimize delays.

Qualifications

• 3 years of experience in customer service.
• Bachelor’s degree or additional two years of work experience in lieu of this degree.
• Ability to lead, motivate, and effectively communicate with the workgroup and internal teams.
• Willingness to work a flexible schedule (weekends, holidays, non-standard shifts).
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Responsibilities

• Lead Customer Service Agents in scheduling, training, attendance and performance and set priorities.
• Investigate delays and irregular flight activity and propose solutions to avoid future delays.
• Ensure tools and equipment are available and functioning; coordinate with ITS and facilities as needed.
• Supervise ticketing, enplaning/deplaning, passenger relations, security, load planning, weight/balance, and baggage handling.
• Monitor compliance with FAA regulations and company policies; review applicable documents.
• Develop team through performance coaching and provide targeted feedback.

Skills

Team leadership

Customer service

Communication

Flexibility

Schedule adaptability

Education

Bachelor’s degree or 2 years experience in lieu

High school diploma or equivalent

Job description

The Team

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our managerial teams set the strategies and operational plans to ensure the success of our company. Our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

Company

Horizon Air

Role Summary

The Supervisor Customer Service oversees the execution of running a safe, on-time and regulatory compliance operation at the departure gates by ensuring tools and equipment are available and working for employees to perform their job functions effectively at Horizon Air. As a people leader, the Supervisor Customer Service leads and establishes priorities for the team to assist with customer relations to ensure passenger service standards are maintained and exceeded.

Key Duties

• Lead team of Customer Service Agents in scheduling, training, attendance, discipline and performance as well as establish priorities.


• Investigate and report delays and irregular flight activity and propose solutions for how to avoid delays in the future.


• Make decisions and ensure tools and equipment are available and working for employees to perform job functions effectively. Follow up with ITS, facilities and airport as needed.


• Supervise ticketing, enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight and balance, and baggage handling procedures.


• Monitor compliance with FAA and company regulations and periodically review applicable documents.


• Develop people through effective performance management coaches’ agents and provide relevant feedback.

Job-Specific Experience, Education & Skills

• 3 years of experience in customer service.


• Bachelor’s degree or additional two years of work experience in lieu of this degree.


• Ability to lead, motivate, and successfully communicate with the workgroup and other internal departments and teams.


• Ability and willingness to work a flexible schedule (e.g., weekends, holidays, and non-standard shifts).


• High school diploma or equivalent.


• Minimum age of 18.


• Must be authorized to work in the U.S.

Preferred

• Airline experience.


• Experience leading and coaching employees.


• Experience scheduling shift work and administering budget controls.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Salary Range

$61,200 --- $91,800 / year

Salary Details

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Note

We don't typically hire at the top of the range.

Total Rewards

Alaska Airlines, Hawaiian Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air


• Comprehensive well-being programs including medical, dental and vision benefits


• Generous 401k match program


• Annual bonus plans


• Generous holiday and paid time off

For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.

Airport SIDA Badge Requirements

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review theSIDA Badge Requirementsdocument for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated.

Equal Employment Opportunity Policy Statement

It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (\"Section 503\") and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (\"VEVRAA\"). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.

To Implement This Policy, We Will

• Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;


• Ensure that employment decisions are based only on valid job requirements; and


• Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.

Government Contractor & Department of Transportation (DOT) Regulations

Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.

Apply by 7:00 PM Pacific Time on 10/20/2026

Employment Type

Part-Time

FLSA Status

Non-Exempt

Regular/Temporary

Regular