Customer Service Supervisor - STS Airport

Requirements

• 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
• Perform any additional duties as assigned by management

Benefits

• 401(k) with matching
• health, dental, vision, and life insurance
• paid time off
• growth opportunities
• competitive pay scale