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Customer Service Supervisor

Customer Service Supervisor

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More information about this job


Position Title: Customer Service Supervisor

Reports To: Customer Service Manager

Location: BOS

Salary: $17/Hour

Shift: 00:00 – 11:00 or 11:00 – 22:00


Position Purpose:

Lead and direct all day-to-day customer services operational activities at the BOS Airport. Responsibilities include, but are not limited to: checking in passengers and luggage, assist passenger on arrival/departure flights, comply with all safety/security regulations, assist passengers with special needs, sell tickets and issue tickets, make reservations, process lost articles and damaged baggage claims, and assist crew members. Safety, security, training, and compliance are the cornerstones of this operation and are critical requirements to achieving operational excellence. It is absolutely imperative that the customer service supervisor be the leader in developing teamwork and a working relationship with the airline customer.


Principal Duties and Responsibilities:

  • Day-to-day management and oversight of operations, people, and the station operating budget
  • Directs staff and execute plans to deliver safe and reliable operations for all daily flights
  • Interacts with airport authorities, government agencies, airline customers, and external organizations
  • Plans and executes resource allocation for staffing
  • Drives performance and productivity
  • Accountable for reliability, customer service delivery, fostering positive employee relations, cost management, and regulatory compliance
  • Responsible for daily, weekly, bi-weekly, monthly, and quarterly reports and audits
  • Ensure that the agent’s daily close-out are complete in order to make bi-weekly deposits
  • Support company policies and procedures, as well as benefit and compensation programs
  • Hiring and terminating employees
  • Other duties as assigned



  • 1-3 years of airline/aviation experience are required
  • Strong working knowledge of airline operations
  • Proficient in Microsoft Office (especially Outlook, Word, Excel, and PowerPoint)
  • Self-motivated with ability to multi-task
  • Creative and innovative to improve delivery of service excellence
  • Superior problem-solving, conflict management and decision making skills
  • Demonstrated communication, leadership and analytical skills; ability to develop effective relationships at all levels

    In addition to these qualifications, you must also:
  • Pass a Federal Aviation Administration (FAA) 10-year background check and pre-employment drug test
  • Pass a Department of Homeland Security/Transportation Security Administration (TSA) security assessment
  • Must have a recommendation from your direct supervisor and/or manager
  • Must be able to lift up to 70 pounds, and stand for long periods of time
  • Out Of Station training required; required to pass all training classes
  • Will be expected to learn all aspects of customer service areas



The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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