Customer Service Agent Lead

1 week ago

Cleveland, United States PrimeFlight Aviation Services Full time
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

Perks of the job:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Vision insurance
  • Paid time off
  • Growth potential
*Part-time benefits could vary

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 200 locations across the world, we offer opportunities for career progression
  • Enjoy a competitive pay scale
ABOUT US
  • We perform a wide range of airport support services globally on behalf of commercial airlines. Join us for a rewarding career in the aviation industry
Job Description

Our Customer Service Agent Lead is responsible for supervising and leading a team of customer service agents to provide outstanding assistance to passengers and visitors. This leadership role involves ensuring smooth check-in and boarding processes, addressing passenger inquiries and concerns, and upholding compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services and contribute to maintaining a positive and efficient airport environment. Additionally, you will play a key role in training and developing customer service agents, monitoring performance, and fostering a culture of excellence in customer service delivery.

WHAT IT'S LIKE TO WORK AS A CUSTOMER SERVICE AGENT LEAD
  • You like working as a team, toward a common goal
  • Supervise and lead a team of customer service agents, ensuring high-quality passenger service
  • Train and mentor new agents in customer service protocols and airport procedures
  • Coordinate staff schedules and assignments to ensure adequate coverage at all times
  • Monitor team performance and provide constructive feedback to improve service quality
  • Handle escalated customer issues and complaints with professionalism and tact
  • Ensure team compliance with all airline and airport regulations and procedures
  • Develop strategies to enhance customer satisfaction and streamline service operations
  • Maintain up-to-date knowledge of flight schedules, gate information, and any changes in airport services
  • Enjoy working with internal and external customers worldwide
  • You have very strong customer service skills
  • You have a great attention to detail
  • Willing to go that extra mile
  • You enjoy working with a team or individually to accomplish your tasks
  • Physical activity may include:
    • Stand and walk for extended periods of time
    • Ability to lift 70 pounds or more
    • Be able to hear and respond to the spoken voice and to audible alarms generated by terminal environment
    • 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)
Qualifications
  • Minimum age of 18 years old
  • Ability to read, write, speak, and understand the English language, to include documents
  • 1 year as a Customer Service Agent
  • Comfortable working with computers, mobile devices, and tablets
  • Ability to pass a 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. The successful PrimeFlight Aviation Services team member brings their "A" game every day with energy and enthusiasm, respect for their team, and the highest regard for safety

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 Services, 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.

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