Customer Service Supervisor

Passenger Service Supervisor will have primary oversight of the fast-paced airport Passenger service environment providing quality Passenger service, ticketing, check-in processing, luggage claim handling and service assistance to all traveling passengers.

Primary accountabilities and duties include:

• Ensure accuracy of all weight and balance requirements.


• Promptly handle all Passenger service complaints with a focus on positive resolution.


• Responsible for staff scheduling, leadership development and employee accountability.


• Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation.


• Assist customers with special needs and unaccompanied minors.


• When operating jet ways, CSSs will be required to work at unprotected heights of over 15 feet, approximately 2-3 times per day and responsible for open/closing aircraft doors.


• Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags.


• Ensure the safe and secure operations, in accordance with the highest possible standards of health, safety, security and all government statutory requirements.


• Perform other duties as assigned. 

Qualifications and Experience:

• Must be at least 18 years of age.


• Must have high school diploma or equivalent.


• Must have a positive, can-do, upbeat personality.


• Must be able to speak, read and write in English proficiently.


• Must be available and flexible to work variable shifts including weekends and holidays.


• Comfortably and continuously move/lift customer luggage with up to 70lbs.


• Must be able to stand for long periods of time at the ticket counter and gate check-in areas.


• Will be exposed to respiratory irritants (jet fumes)


• Must pass an FBI criminal background check and obtain a customs seal.


• Must successfully complete and pass the initial new hire classroom and on-the-job training.


• Must have strong verbal and written communication skills.


• Knowledge of computer software programs.


• Must pass pre-employment drug test.