Customer Service Agent Lead - BWI Airport

WHERE FRIENDLY TAKES FLIGHT – BECOME A CUSTOMER SERVICE AGENT LEAD TODAY!   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!   WHY WORK FOR PRIMEFLIGHT?   Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more  (*Benefits may vary based on eligibility)   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 SUMMARY OVERVIEW The 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.  RESPONSIBILITIES 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  Collaborate with other airport departments to resolve operational issues affecting customer service  Oversee boarding processes, ensuring efficient and accurate handling of passengers  Manage ticketing and reservation systems, processing changes and upgrades as necessary  Conduct regular briefings and meetings with the team to share updates and discuss improvements  Evaluate and recommend improvements in customer service tools and technologies  Ensure proper documentation and record-keeping for all customer service transactions  Foster a positive and inclusive work environment, promoting teamwork and employee engagement  Exemplify PrimeFlight customer service and safety standards Perform any additional duties as assigned by management   QUALIFICATIONS 18 years of age or older Must be legally authorized to work in the country of employment.

  Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable). Must hold a valid driver's license. Communicate effectively in English (reading, writing, speaking) 1 year as a Customer Service Agent Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices   Effectively communicate with colleagues and clients, both in-person and through electronic means Pass a background check and drug screen Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays   To perform this job succes