Customer Service Supervisor

General Responsibilities:

The Customer Service Supervisor is responsible for the oversight of TBI AM’s customer service within Concourses E and F. The Customer Service Supervisor oversees, schedules and coordinates TBI AM’s team of Customer Service Agents and ensures that the highest level of customer service is delivered to passengers, the public and employees. Related administrative tasks and other assigned duties are also performed.

Major Responsibilities and Functions:

?Supervise, schedule and coordinate the team of Customer Service Agents responsible for assisting passengers in Concourses E and F.

?Provide general oversight of Customer Service Agents with the responsibility assisting and facilitating the efficient movement of passengers throughout the international complex, TSA departures checkpoints and TSA recheck.

?Create a culture of customer service wherein the needs of the customer come first, making prompt service which exceeds customers’ expectations a priority.

?Interface with customers to discuss and resolve complex customer service issues.

?Ensure that all applicable City ordinances, Airport rules and regulations and Company procedures are observed and properly followed during the performance of activities.

?Train and evaluate the performance of Customer Service Agents, including the preparation of formal performance evaluations as well as informal feedback.

?Conduct regular safety meetings and assure that all applicable safety regulations and procedures are followed.

?Other duties as assigned.

Health and Safety Responsibilities:

?Take all reasonable and necessary precautions to ensure personal health and safety, as well as that of co-workers and any other person(s).

?Report immediately to management, all unsafe and unhealthy conditions.

?Report immediately to management, all occurrences that cause injury or damage to any person or property.

?Comply with TBI Airport Management’s Environmental Safety and Health program and procedures.

Qualifications:

?Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the

job can be performed.

?High School diploma or the equivalent.

?Four years of progressively responsible experience, with a minimum of two years in a lead or supervisory capacity.

?Skill in effective oral and written communication.

?Ability to establish and maintain good working relationships with other TBI employees, airline employees, DOA staff and Customs and Border Protection officers, vendors, subcontractors and other airport stakeholders.

Working Conditions:

Physical Effort:

Majority of time will be walking the Concourse supervising the work of the Customer Service Agents. Ensure that pedestrian traffic is moving and unobstructed. Walking and standing for extended periods of time are required throughout the course of daily activities.

Mental Effort:

Operations are dynamic and situations may require immediate attention. This position has high exposure to the public and requires a professional approach and demeanor under all conditions. It also requires a genuine willingness to assist persons with a wide range of requests and needs, including individuals with disabilities.