Customer Service Supervisor

About the role

Passenger Service Supervisor will have primary oversight of the fast-paced airport Passenger service environment providing quality Passenger service, ticketing, check-in processing, luggage claim handling and service assistance to all traveling passengers.

Responsibilities

• Ensure accuracy of all weight and balance requirements.
• Promptly handle all Passenger service complaints with a focus on positive resolution.
• Responsible for staff scheduling, leadership development and employee accountability.
• Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation.
• Assist customers with special needs and unaccompanied minors.
• Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags.
• Ensure the safe and secure operations, in accordance with the highest possible standards of health, safety, security and all government statutory requirements.
• Perform other duties as assigned.
• Operate jet ways, which may require working at unprotected heights of over 15 feet, approximately 2-3 times per day, and be responsible for opening and closing aircraft doors.

Qualifications

• Must be at least 18 years of age.
• Must have high school diploma or equivalent.
• Must have a positive, can-do, upbeat personality.
• Must be able to speak, read and write in English proficiently.
• Must be available and flexible to work variable shifts including weekends and holidays.
• Must be able to comfortably and continuously move/lift customer luggage with up to 70lbs.
• Must be able to stand for long periods of time at the ticket counter and gate check-in areas.
• Must pass an FBI criminal background check and obtain a customs seal.
• Must successfully complete and pass the initial new hire classroom and on-the-job training.
• Must have strong verbal and written communication skills.
• Must have knowledge of computer software programs.
• Must pass pre-employment drug test.

Working Conditions

Will be exposed to respiratory irritants (jet fumes) and may be required to work at unprotected heights.