Customer Service Agent Supervisor - BWI

Location: Baltimore, MD
Date Posted: 03-22-2016
The CSA Supervisor is responsible for providing guidance and direction to Customer Service Agents as well as demonstrating outstanding customer service.  The supervisor is in constant contact with passengers and must possess exemplary customer service skills.

Description for Customer Service Agent Supervisor:
  • Delegate and monitor work assignments. Provide timely constructive feedback regarding work performance, attendance, punctuality and demonstration of the company’s values. Communicate issues of non-performing employees to management.
  • Greet and aid passengers. Provide information on specific airline security and baggage requirements. Enforce carrier polices in a professional and courteous manner.
  • Process boarding pass and ticket sales via computerized system and verify identity of each passenger.
  • Accept luggage and charge the correct fee per the air carrier policy. Up-sell first class and charge for assigned seating requests per carrier policy.
  • Utilize computerize check in programs and follow air carrier, company, federal and other policy rules as provided.
  • Assist passengers with deplaning to include wheelchair and unaccompanied minors.
  • Board aircraft and assist any special needs passengers; verify ID and boarding passes per air carrier policy.
  • Perform closing flight duties including reconciling cash and credit card transactions and general station close down procedures


Preferred Education/Experience for Customer Service Agent Supervisor:
  • High School Diploma/GED
  • Minimum 3+ years’ experience in a related discipline or;
  • A combination of education and experience equivalent to above
  • Prior Airline service experience a plus

Preferred Knowledge / Ability for Customer Service Agent Supervisor:
  • Ability to multi-task
  • Excellent customer service skills
  • Ability to handle customer complaints following company and airline policies & procedures
  • Ability to operate several computer  programs
  • Reading, writing, math and communication skills

Qualifications / Requirements:
  • Must be at least 18 years of age
  • Must be able to pass all pre-employment testing to include a drug test and a physical
  • Capable of safely lifting up to 50 lbs. continuously;
  • Must be able to proficiently speak, read, and write in English
  • Must have current driver’s license with no violations over the past 5 years
  • Must be available and flexible to work variable shifts including overtime, weekends and holidays
  • Must be able to obtain and maintain all required Airports and Custom badges/seals;
  • Prior customer service experience a plus
  • Heavy lifting, pushing, pulling, bending, stretching and frequent kneeling.
  • Must attend a 2 week training in Ft. Lauderdale, FL
  • Ability to lift luggage short distances onto baggage belts. 
  • All applicants must either be US citizens or hold requisite employment authority to work in the US
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