Customer Service Agent Supervisor

Description

INTRODUCTION

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.

WHY WORK FOR PRIMEFLIGHT?

• 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 100 locations across the world, we offer opportunities for career progression and travel across our network
• Employees can take advantage of our competitive benefits package, including health, dental, vision, life insurance, and 401(k) match
• Enjoy paid time off, paid holidays, and a competitive pay scale
  
  

About Us

We perform a wide range of airport support services globally with almost 300 locations on behalf of commercial airlines. To learn more about what we do, visit www.primeflight.com .

Essential Functions

As a valued member of PrimeFlight Aviation, the Customer Service Agent Supervisor will work closely with the Station Manager. You will supervise the team and ensure we serve customers in a courteous, efficient, friendly, and professional manner. Promote and sell air travel to the traveling public. Aid with passenger check-in and successfully interpret government rules and requirements for domestic and international travel. You will also:

• Communicate regularly with the Station Management and customer carrier about staffing, scheduling, and procedures
• Assist in training new employees
• Monitor workers to ensure a safe working environment and verify that PrimeFlight regulations are followed
• Able to supervise workers, ensure all staff members clock in and out, and monitor compliance with company rules and policies
• Coach, Counsel, and Participate in Disciplining hourly employees
• Check-in passengers by reviewing the customer’s information to determine destination, flight number, date of departure, documents needed, etc. This includes awareness of security requirements for all passenger types
• Reconstruct fares and itineraries when changes are requested by the customer or are necessary due to operational reasons
• Visually verify appropriate identification for payment by personal check and write data on the check
• Place appropriate bag tag on customer’s bag(s)
• Change stock on automated printers
• Read city destination code on electronic or paper ticket
• Check-in passengers at the arrival/departure gate by reviewing the customer’s information to determine destination, flight number, date of departure, etc
• Check oversized items to the customer’s destination. May involve moving items to a conveyor or other location for pick-up and loading
• Provide essential and mandatory announcements to passengers
• Operate Electronic Gate Readers (EGRs) during boarding
• Ensure compliance with security, ADA, and procedural guidelines
• Positively handle off-schedule operations caused by inclement weather or mechanical malfunctions while positively influencing a favorable impression of the airline and communicating effectively with passengers
• Demonstrate regular, predictable attendance at the job location
• Exceed PrimeFlight customer service and safety standards
• Other duties as assigned
  
  

Competency

To perform the job successfully, an individual should demonstrate the following competencies: Problem-Solving, Customer Service, Interpersonal, and Oral Communication.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed in this Job Description are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

General Qualifications

• 18 years of age
• Reliable transportation
• Eligible to work in the United States
• Prior Aviation Passenger/Customer Service Experience
  
  

Compensation

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.

Education/Experience

Prior Aviation Passenger/Customer Service Experience

Language Ability

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to communicate effectively in English.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Efficient, immediate problem-solving capabilities.

Computer Skills

Basic Understanding of Computer Applications and Data Entries

Certificates And Licenses

No Certificates or Licenses are required.

Supervisory Responsibilities

• Communicate regularly with the Station Management and customer carrier about staffing, scheduling, and procedures
• Monitor staff members to ensure a safe working environment and verify that regulations are followed.
  
  

Work Environment

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate but may become high at various times. The employee must be willing to wear/utilize company-supplied personal protective equipment (hearing protection) to mitigate their noise exposure.

Some work is in an outside environment, with exposure to hot and cold temperatures and inclement weather.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Continuously stand and/or walk for 6-8 hours
• Be able to lift and carry a minimum of 75 pounds
• Be able to bend, stretch, twist, squat, and reach out with the body, arms, and/or legs
• Use hands to finger, handle, or feel
• Be able to hear and respond to the spoken voice and to audible alarms generated by the terminal environment
• 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); color vision (ability to identify and distinguish colors); 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)
  
  

PrimeFlight Aviation Services is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Services without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.