Customer Service Agent Supervisor -Baltimore/Washington International Airport (BWI) - PrimeFlight Aviation Services : Job Details

The Customer Service Supervisor leads and supports a team of agents to ensure efficient passenger services, oversee check-in and boarding, resolve issues, enforce airline policies, and promote excellence through training and collaboration across airport operations.

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

Facilitate effective communication between customer service agents and other airport departments

Exemplify PrimeFlight customer service and safety standards

Perform any additional duties as assigned by management

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

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

Enjoy a competitive pay scale

18 years of age or older

Eligible to work in the United States

Must have a valid state-issued driver's license with an acceptable driving record

Communicate effectively in English (reading, writing, speaking)

5 years of customer service experience

2 years of Customer Service Lead

Knowledge of the Aviation Industry

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

Pass a background check and drug screen

Eligibility to acquire needed credentials and clearances (FAA, 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

Ability to lift up to 70 pounds

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

May need to reach with arms and grasp with hands

May need to push, pull

May need to bend, stretch, squat, kneel

Exposure to moderate and at times high noise levels

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)

PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. 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.