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Provides support to the General Manager in leading airport operations to attain the best possible customer service. Lead the Customer Service Agents to sustain exceptional operational performance and optimal customer service. Prevents fraud and offer transparency by reconciling daily sales reports.
Provides Outstanding Operational Support: Ensure operational support by collaborating with upper management to provide maximum operational performance while minimizing customer impact.
Builds and Maintains an Excellent Customer Service Team: Assemble an exceptional team of employees by conducting interviews for team member staffing.
Ensures adequate staffing levels in all areas relating to daily flight schedules and adjusts during irregular operations.
Creates a work culture that rewards teamwork and cooperation. Aligns team goals with those of the organizations.
Sustains Optimal Customer Service: Provides exceptional customer service in a respectful manner by managing teams, processes, and polices while ensuring a safe and timely operation.
Maintains Exceptional Accounting Accuracy: Provide precise accounting by verifying daily agent transaction reports to ensure 100 accuracy and offer transparency to treasury.
Functional Competencies Team Member Development: Encourage team members cooperation through briefings and leading by example. Documents reviews of team members performance and responds to team members professional and personal issues. Offers development opportunities for staff to encourage upward movement of talent.
Training: Ability to lead and guide others to develop new skills or knowledge that will enhance their work. Ability to design, develop, and/or deliver training programs.
Decision Modeling: Must be able to use strategic and critical approaches to decisionmaking. Must objectively consider issues, identify alternatives, and choose and implement solutions in order to deliver services and provide value.
Coordination of Work: Ability to follow instructions and standard work processes to perform routine tasks. Ability to check work for accuracy before completion of tasks. Ability to determine when tasks are complete.
Behavioral Competencies Customer-Focused: Understand customers needs and meets them without adding costs and complexity. Helps customers adapt standard processes to achieve outcomes. Demonstrated success in building and maintaining relationships at all levels.
Problem Solving: Uses logic, data, and accurate analysis to solve difficult problems and provide efficient, low cost, effective solutions. Eliminates roadblocks and establishes contingency plans.
Active Communicator: Listens to understand and actively reaches out to all relevant team members to create two-way understanding and transparency. Has a strong service mindset and skills.
Systems-Thinking: Sees how functions and processes integrate to create defect-free, low cost results.
Bachelors Degree Licenses/Designations preferred
At least 2 years airport / airline / hospitality experience is required
Required current valid drivers license
Must be willing to be fingerprinted and have the ability to pass a background check
Frequently stands, walks, sits, and uses eye/hand coordination
Must be able to lift 70 pounds on a regular basis
Thorough knowledge of ticketing, reservations, gate, ramp, and operational functions
Knowledge of Microsoft Outlook, Word, and Excel 6. Work under pressure while maintaining near 100 accuracy.
May be needed to work nights, weekends, and holidays
Highly approachable professional demeanor
Ability to lead and motivate
Must have excellent time management skills
An Equal Opportunity Employer M/F/Disability/Vet
Position Title: Passenger Service Agent Supervisor
Location: New Jersey-Atlantic City:-Atlantic City: International Airport - ACY
Requisition ID: 29326
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