Customer Service Supervisor- ATL Airport

WHERE FRIENDLY TAKES FLIGHT - BECOME A CUSTOMER SERVICE SUPERVISOR TODAY!

Interested in working in aviation? Are you looking for a job with stability and growth opportunities? If you are looking for a career with growth potential and work well in a fast-paced, team-oriented environment, we want to speak to you!

- Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more (*Benefits may vary based on eligibility)

- We are committed to being a leading provider of commercial services within the aviation industry

- Our teams focus on maintaining a positive working environment and treating all team members with respect

- With more than 200 locations across the world, we offer opportunities for career progression

The Customer Service Supervisor is responsible for supervising and leading a team of customer service agents to ensure a smooth and efficient passenger experience. This role involves overseeing check-in and boarding processes, addressing passenger inquiries and concerns, and upholding compliance with airline policies and safety regulations.

You will collaborate with various airport departments to optimize passenger services, resolve operational challenges, and contribute to maintaining a positive airport environment. Additionally, you will play a key role in training and developing customer service agents, monitoring performance, and fostering a culture of excellence in customer service delivery.

- Oversee the daily operations of the customer service team to ensure high-quality passenger assistance

- Monitor and evaluate the performance of customer service agents, providing feedback and coaching

- Address and resolve escalated customer complaints and issues effectively

- Train and mentor customer service staff in best practices and airport-specific procedures

- Ensure team adherence to airline and airport policies, procedures, and service standards

- Coordinate staff schedules, breaks, and shift rotations to maintain optimal service levels

- Implement strategies to enhance customer satisfaction and streamline service processes

- Maintain up-to-date knowledge of flight information, gate assignments, and airport services

- Facilitate effective communication between customer service agents and other airport departments

- Manage ticketing and reservation systems, overseeing booking changes and upgrades

- Conduct regular team meetings to share updates, gather feedback, and discuss service improvements

- Prepare reports on customer service activities, incidents, and performance metrics

- Assist in the development and update of customer service manuals and training materials

- Foster a positive and collaborative work environment, encouraging teamwork and employee engagement

- Participate in recruiting and hiring new customer service staff

- Exemplify PrimeFlight customer service and safety standards

- Must be legally authorized to work in the country of employment.

- Communicate effectively in English (reading, writing, speaking)

- Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices

- Effectively communicate with colleagues and clients, both in-person and through electronic means

- Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable).

- Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays

- Prolonged standing and walking in an indoor/outdoor environment as applicable

- Be able to hear and respond to the spoken voice and to audible alarms

- Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers

- Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)