Customer Service Supervisor - CMH Airport

Customer Service Supervisor - CMH Airport The Customer Service Supervisor leads and supports a team of agents to ensure efficient passenger services, oversee check-in and boarding, resolve issues, enforce airline policies, and promote excellence through training and collaboration across airport operations. Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more (part-time benefits may vary). 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. Enjoy a competitive pay scale. The Customer Service Supervisor is responsible for supervising and leading a team of customer service agents to ensure a smooth and efficient passenger experience. This role involves overseeing 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, resolve operational challenges, and contribute to maintaining a positive 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 include overseeing the daily operations of the customer service team to ensure high-quality passenger assistance, monitoring and evaluating the performance of customer service agents, addressing and resolving escalated customer complaints and issues effectively, training and mentoring customer service staff in best practices and airport-specific procedures, ensuring team adherence to airline and airport policies, coordinating staff schedules, breaks, and shift rotations, implementing strategies to enhance customer satisfaction and streamline service processes, maintaining up-to-date knowledge of flight information, gate assignments, and airport services, facilitating effective communication between customer service agents and other airport departments, managing ticketing and reservation systems, overseeing booking changes and upgrades, conducting regular team meetings to share updates, gather feedback, and discuss service improvements, preparing reports on customer service activities, incidents, and performance metrics, assisting in the development and update of customer service manuals and training materials, fostering a positive and collaborative work environment, encouraging teamwork and employee engagement, participating in recruiting and hiring new customer service staff, exemplifying PrimeFlight customer service and safety standards, and performing any additional duties as assigned by management. Qualifications include being 18 years of age or older, eligible to work in the United States, having a valid state-issued driver's license with an acceptable driving record, communicating effectively in English, having 5 years of customer service experience, 2 years of Customer Service Lead, knowledge of the Aviation Industry, ability to access and interpret information in print and electronically, effectively communicating with colleagues and clients, passing a background check and drug screen, eligibility to acquire needed credentials and clearances, and being flexible to work various shifts including nights, weekends, and holidays. Physical activity/working conditions may include ability to lift up to 70 pounds, prolonged standing and walking in an indoor/outdoor environment, reaching with arms and grasping with hands, pushing, pulling, bending, stretching, squatting, kneeling, exposure to moderate and at times high noise levels, ability to hear and respond to the spoken voice and to audible alarms, tasks involving repetitive motions of the arms, wrists, hands and/or fingers, and specific vision abilities required for this job. The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience. PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws. SMS/Text Communications By providing your mobile number and opting in, you consent to receive SMS messages from PrimeFlight related solely to recruiting and employment opportunities, such as job postings, application status updates, or interview scheduling. Consent is voluntary and not a condition of applying for employment. Message frequency may vary. Standard message and data rates may apply. Reply STOP to opt out or HELP for assistance. Carriers are not liable for delayed or undelivered messages. 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Created: 2026-03-04