Job Description

As a Passenger Service Supervisor, you will provide day-to-day work direction to passenger service representatives, ensuring the highest level of customer service and operational efficiency. Working under limited supervision, you will oversee the performance of your team, offering guidance and support to ensure smooth operations at all times.

Position Highlights:

• Leadership Responsibility Provide guidance and direction to passenger service representatives to ensure smooth daily operations

Essential Duties and Responsibilities

• Assigns employees to work specific jobs at front counter or airline account
• Performs new employee introduction to work area, explains work rules, uniform policy, time clock process, office-terminal procedures and provides overview of department operations
• Trains employees on specifics or assigns employees to work with an experienced representative
• Ensures that employees are fully trained on company policies and procedures including telephone procedures, cash handling, security procedures and systems
• Interfaces with other departments to ensure that service issues are addressed and corrected to ensure quality of service
• Comfortably and continuously move/lift customer luggage with an average weight of 50 pounds, including some pieces exceeding 75 lbs.
• Promptly handles all customer service complaints with a focus on positive resolution

Required Skills

• Ability to supervise up to 10-15 passenger service representatives
• Maintain a valid driver’s license
• One year college certificate or technical school, six months related experience or equivalent combination of education and experience
• Must be available and flexible to work variable shifts including weekends and holidays
• Must be able to stand for long periods of time at the ticket counter and gate check-in areas
• Must be able to speak, read and write in English proficiently
• Must have strong verbal and written communication skills
• Knowledgeable of computer software programs
• Must be able to pass all pre-employment testing to include a drug test and a physical
• Must be Bilingual (English and Spanish) required

Benefits

• Advancement Opportunities
• Health Plans through Maritain Health that offer a variety of coverage
• Dental Plans through Delta Dental
• Vision Insurance Plan through Met Life Vision
• Paid Vacation / Sick (fulltime employees)
• Critical Illness Coverage Plan
• Hospital Indemnity Coverage Plan
• Voluntary Life and AD&D Insurance
• 401K Savings Plan
• Employee Assistance Program
• Prepaid Legal Coverage Plan
• Identity Theft Protection Plan
• Pet Discount Coverage and Pet Insurance Plan