Supervisor Customer Service

Supervisor Customer Service

Horizon Air is creating an airline people love. Our managerial teams set the strategies and operational plans to ensure the success of our company. Our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

The Supervisor Customer Service oversees the execution of running a safe, on-time and regulatory compliance operation at the departure gates by ensuring tools and equipment are available and working for employees to perform their job functions effectively at Horizon Air. As a people leader, the Supervisor Customer Service leads and establishes priorities for the team to assist with customer relations to ensure passenger service standards are maintained and exceeded.

Key duties include:

• Lead team of Customer Service Agents in scheduling, training, attendance, discipline and performance as well as establish priorities.
• Investigate and report delays and irregular flight activity and propose solutions for how to avoid delays in the future.
• Make decisions and ensure tools and equipment are available and working for employees to perform job functions effectively. Follow up with ITS, facilities and airport as needed.
• Supervise ticketing, enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight and balance, and baggage handling procedures.
• Monitor compliance with FAA and company regulations and periodically review applicable documents.
• Develop people through effective performance management coaches' agents and provide relevant feedback.

Job-specific experience, education and skills required:

Required:

• 3 years of experience in customer service.
• Bachelor's degree or additional two years of work experience in lieu of this degree.
• Ability to lead, motivate, and successfully communicate with the workgroup and other internal departments and teams.
• Ability and willingness to work a flexible schedule (e.g., weekends, holidays, and non-standard shifts).
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred:

• Airline experience.
• Experience leading and coaching employees.
• Experience scheduling shift work and administering budget controls.

Job-specific leadership expectations embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Salary range: $59,850 --- $89,800 / year. Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Total rewards include:

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

Equal employment opportunity policy statement: It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment. We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

Government contractor & Department of Transportation (DOT) regulations: Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.

Apply by 7:00 PM Pacific Time on 9/1/2025. FLSA status: Non-Exempt. Employment type: Full-Time. Regular/Temporary: Regular. Requisition type: Management. Location: Seattle, WA - Airport.