Customer Service Supervisor

M1 Customer Service Supervisor- Aviation

The Aviation Customer Service Supervisor is responsible for overseeing the customer service account, as well as provide information, wayfinding, and problem-solving to travelers every day of the week who may require assistance other than transportation. This role ensures that all services meet the highest standards of customer service, safety, and compliance with airport regulations. The supervisor leads a team of customer service agents, coordinates daily tasks, and liaises with airport management to provide outstanding customer service for passengers.

Main Responsibilities:

• Supervise daily operations (walk the floor, respond to questions and concerns)
• Monitor rest breaks and lunch breaks. Fill in as necessary.
• Monitor employee clock in/out.
• Manage lost and found boxes and pick up on required schedule.
• Manage attendance reports.
• Manage WFMs.
• Ensure communication during shift changes.
• Approve day trades.
• Approve leave requests.
• Participate in disciplinary actions.
• Function as liaison at the information booth in baggage claim.
• Stationed at various airport locations, including the main ticket lobby level to answer questions and provide information to passengers.
• Greet passengers arriving from international flights.
• Bin running for TSA.
• Other duties as required.

Qualifications:

• High school diploma or equivalent work experience.
• Experience as a supervisor or team leader (aviation or transportation a plus).
• Proficient in the English language
• Strong leadership and team management skills.
• Strong knowledge of safety procedures and service standards.
• Excellent communication and problem-solving abilities, specifically with handling passenger issues and complaints.
• Ability to work independently and manage a team.
• Ability to work in a demanding environment and manage multiple issues in the course of the shift.
• Physical ability to lift, bend, and stand and walk for extended periods up to the entirety of the shift.
• Must be able to successfully obtain and maintain a SIDA badge and Customs Seal.

Preferred Skills:

• Basic computer skills for reporting and scheduling.
• Must be able to respond quickly to urgent passenger or client needs.
• Background in aviation, customer service, or airport operations.
• Bilingual – especially Spanish or other common airport languages.

Pay: The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant's experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM's benefits, visit Annual Benefits-Staff and Management

Work Environment:

• May require early, late, or weekend hours depending on business needs.