Supervisor, Customer Service
2 weeks ago
POSITION: Supervisor, Customer Service
DEPARTMENT: Customer Experience
LEVEL: L21
CLOSING DATE: Friday, October 31, 2025
The
Greater Orlando Aviation Authority (GOAA) is committed to seamlessly connecting
Florida and the world through exceptional experiences, collaboration, and
creativity. As the operator of Orlando International Airport (MCO) and Orlando
Executive Airport (ORL), GOAA continues to drive innovation and growth, shaping
the future of aviation and redefining the travel experience.
We offer a comprehensive benefit package for full & part-time positions to include first day eligibility for health insurance, life insurance, paid vacation/sick/holiday, and growth opportunities (see details below).
POSITION SUMMARY:
Responsible for supervising the daily, proactive delivery of exceptional customer service by employees within the Customer Service section of the Greater Orlando Aviation Authority's (GOAA) Customer Experience Department. Play a collaborative role in growing and implementing standards and processes to enhance service delivery. Assist with the day-to-day operational activities of the Customer Service Representatives and MCO Navigators Program. This position will be responsible for payroll, onboarding, scheduling, and daily operational assignment, training and oversight. This position will primarily assist during evening and weekend hours.
MINIMUM REQUIREMENTS:
- Associates degree in Business Administration, Hospitality, Public Administration,
Psychology, Human Resources, or related fields and four (4) years of related experience
in customer service; or an equivalent combination of technical training, education, and
experience. Two (2) years lead or supervisory experience required - Excellent oral and written communication skills.
- Multilingual skills desired.
- Demonstrated ability to positively interact with and assist people of all
backgrounds. - Demonstrated computer skills and knowledge of Microsoft office programs.
- Ability to provide constructive criticism to effect change.
- Must be willing and able to work rotating shifts, early mornings, late evenings,
holidays, and weekends. - Demonstrated ability to plan, schedule, organize, prioritize, and manage multiple
projects. - Ability to make timely and critical decisions with limited information and resolve
operational conflicts within the parameters of established guidelines/procedures. - Must be able to remain calm during stressful emergencies/situations.
- Ability to maintain a high level of professionalism and diplomacy while interacting
with the public and in potentially difficult or confrontational situations. - Ability to stand and walk for extended periods of time. Ability to work with confidential and sensitive information.
- Valid Florida driver's license.
BENEFITS:
The Greater Orlando Aviation Authority offers a comprehensive benefits package.
- Paid Vacation, Holidays, Sick and Personal Leave Days
- Retirement Plan with Company Match
- Health, Dental and Vision Insurance
- Wellness Programs
- Short Term Disability Plan, Long Term Disability Plan and Life Insurance
- Education Reimbursement (Full-time Employees Only)
- Hybrid Work Schedule (for applicable positions)
- Shift Differential (for applicable positions) 2nd Shift - $0.75 per hour & 3rd Shift - $1.00 per hour
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