Customer Service Supervisor - EWR

Position Summary

The Customer Service Supervisor leads, develops and maintains strategic relationships with PAH Team Members, internal departments, and Customers; depending on the specific station, this responsibility may extend to Business Partners as well. The Supervisor serves Airports Team Members as well as Business Partners, when applicable, through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Supervisor will collaborate and partner closely with Manager(s) in the execution of the operational strategy to ensure success of our Customer interactions, control costs, drive revenue, and uphold safety standards.

Responsible for overseeing the following team:

• Customer Service: The Customer Service team is responsible for safely performing all processes above the wing, where required, including but not limited to Customer check-in, tagging and accepting baggage, boarding of flights, connecting Customers, irregular operations, and Baggage Service Office (BSO).

Essential Responsibilities

• Supports and coaches Customer Service Team Members and/or Business Partners, encourages engagement, and takes a significant role in their development and growth achievement through effective performance management and ongoing constructive formal and informal feedback.

• Provides exceptional service to both internal and external Customers by leading and overseeing the delivery of hospitality and PAH mission, which are in-line with the high expectations Customers have for PAH. Responsible for resolving and handling escalated issues with Customers, Team Members and/or Business Partners.

• Directs and guides Airports Team Members and/or Business Partners through operational issues while coordinating efforts with all applicable stakeholders throughout the operation in order to ensure effective day-to-day collaboration and accountability

• Collaborates with Business Partners to ensure we are meeting all operational metrics and planning and coordinating shift schedules, work assignments, and accommodating Customers during irregular operations

• Able to strategically identify operational challenges and implement improvements to maximize and ensure success of on-time performance initiatives

• Supports Duty Manager in the execution of the operational strategy and assumes Duty Manager responsibilities when the Duty Manager is not available

• Accountable to Senior Management for monitoring and executing the safety and security programs at the station to ensure a safe and secure workplace for Team Members, Customers, business partners, aircraft, ground service equipment, facilities and ground handling operations- responsible for meeting federal and local requirements

• Briefs Team Members and/or Business Partners prior to each shift and reports all relevant information concerning shift to Duty Manager, including any maintenance issues or cancellations

• Obtains and stays current on Airport Operations

• Ensures that policies and procedures are conducted in accordance with applicable federal and local regulations and standards, including escalating any non-compliance to Leadership, and advising of any other escalated operational issues while monitoring events.

• Reports and provides operational feedback and performance to leadership either through verbal or written means of communication

• Serves as Ground Security Coordinator and is responsible for the safety and security of ground handling operations where applicable.

• Assists internal and external Customers and perform day-to-day Team Member functions as necessary

• Other duties as assigned, including special projects

Minimum Experience and Qualifications

• High School Diploma or General Education Diploma (GED) / 2-Year College Degree Preferred

• Three (3) years Customer service, sales, or airline experience

• Must be able to read, write, and speak English and native language of the station

• Able to travel and/or work flexible shifts, including holidays and weekends

• Able to stand continuously up to four (4) hours at a time

• Ability to perform under pressure and fixed time constraints

• Good standing in Attendance, Performance and Safety

• Must be able to use handheld radios and microphones to communicate with operations and make all terminal announcements

• Proficient knowledge in Microsoft Services Depending upon location, may need to possess and maintain a valid Driver License from the state of your primary residence

• Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge

• Depending on location, may need to acquire and maintain a United States Customs Clearance

• Pass a ten (10) year background check and pre-employment drug test

• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications:

• Two (2) years airline supervision or lead experience

• Knowledgeable in Airport Operations

• Excellent time management and prioritization skills

• Excellent Customer service skills

• Outstanding leadership capabilities, with ability to lead, train and motivate

• Ability to think creatively

Team Member Expectations:

• Regular attendance and punctuality

• Well-groomed and able to maintain a professional appearance

• Must be an appropriate organizational fit for the PAH culture

• Able to travel and/or work flexible shifts, including holidays and weekends

• Able to stand continuously up to four (4) hours at a time

• Promote PAH’s value of safety as a Safety Ambassador, supporting PAH’s Safety Management System (SMS) components, Safety Policy and behavioral standards

• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary

• Adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures, and risk controls

• Upholding PAH’s safety performance metric goals and understanding how they relate to their duties and responsibilities

Equipment:

• Computer and other office equipment

• Airline specific operating systems

Work Environment:

• Airport environment

• Subject to weather and elevated noise levels within airports

• Ability to stand for an extended period of time

• Required to do shift work and irregular hours due to irregular operations

Physical Effort:

• Moderate physical activity required by handling objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with the assistance of other people or tools and be in a position where bending, crouching, kneeling, etc. is needed.