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Customer Service Team Lead

2 months ago

Atlanta, Georgia, United States Unifi Aviation, LLC Full time

Job Summary

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Unifi Aviation, LLC. As a key member of our operations team, you will be responsible for supervising and coordinating daily activities of employees to ensure safe and effective operations.

Key Responsibilities

  • Supervise and coordinate daily activities of employees to ensure safe and effective operations.
  • Monitor and enforce safe working habits in accordance with OSHA/TSA/DOT/USPS regulations, Unifi policies and safety procedures, and all applicable laws.
  • Responsible for shift schedule to include: workstation assignments, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
  • Enforce company policies and procedures, including disciplinary action, and promotes Unifi policies on Equal Employment Opportunity, professional conducts, and diversity initiatives and investigates and responds to employee relations issues in a timely manner.
  • Communicates with manager concerning any problems or issues.
  • Schedules and conducts shift meetings.
  • Assists in the administration of payroll; completes shift paperwork and performs other administrative functions.
  • Performs job duties of assigned shift (i.e., Assist passengers through arrival and check-in processes; including support for passengers with special needs such as unaccompanied minors, VIP and wheelchair assistance, handle ticketing, boarding, baggage, reservations, and resolving complaints and problems, direct passengers, etc.).
  • Performs other related duties as assigned within the appropriate skill and experience capabilities expected for this position.

Requirements

  • Must be a local (in-state) resident.
  • Valid In-State Driver's License.
  • Ability to pass a pre-employment drug screen.
  • Ability to pass up to a 10-year background check.
  • Must be at least 18 years of age.
  • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
  • Must complete SIDA training to obtain airport authority identification security.
  • 2+ years of relevant experience. Must be open-minded and ready to work as part of a detail-oriented team.
  • Excellent customer service skills.
  • Strong work ethic.
  • Ability to work in a team-oriented environment.
  • Ability to type and/or use a computer keyboard with sufficient speed to meet the requirements of the role.
  • Able to understand documents, learn and follow ticketing procedures, and other rules and regulations.

Preferred Qualifications

  • High School diploma or GED.
  • 4+ years of relevant experience.
  • Relevant supervisory experience.
  • Able to communicate information and instructions verbally and/or via radio equipment.
  • Able to communicate effectively in a professional manner.
  • Strong leadership qualities and ability to create a passionate and efficient workforce.
  • Able to effectively resolve employee conflicts.
  • Ability to apply creative solutions that have a positive impact on results.

Working Conditions

Work Schedule

  • You will need to have flexibility to work a variety of shifts, including nights, weekends, holidays, and overtime. We operate in a shift bid environment.

Work Environment

  • Must be able to be alert to moving vehicles or aircraft and use radio equipment.
  • Enjoy the outdoors on a daily basis (sun, rain, sleet, or snow) May be exposed to a wide variety of weather conditions, jet and machinery noises, fumes, dirt, and dust for extended periods.

Physical Demands/Requirements

  • Must be able to lift/carry/push/pull and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.
  • Must be able to walk, climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.
  • Must be able to work in cramped or high places.
  • Must be able to carry heavy items up and down jet way stairs.

Supervisory Responsibilities

  • Supervise team of Customer Service Agents and Leads.

Legal

  • Unifi is an Equal Opportunity Employer.

Benefits

  • Flight Benefits – exclusive travel privileges for yourself and your family with Delta Airlines.
  • Competitive pay with daily access to earned wages.
  • Paid holidays and paid time off.
  • 401k company match upon eligibility.
  • Exclusive discounts and additional wellness programs.