What are the responsibilities and job description for the Customer Service Supervisor (PT) position at ERMC?
Essential Functions / Key Responsibilities
• Supervises and coordinates daily activities of employees to ensure safe and effective operations.
• Monitors and enforces safe working habits in accordance with OSHA/TSA/DOT/USPS regulations, Unifi policies and safety procedures, and all applicable laws.
• Responsible for shift schedule to include: workstation assignments, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
• Enforces company policies and procedures, including disciplinary action, and promotes Unifi policies on Equal Employment Opportunity, professional conducts, and diversity initiatives and investigates and responds to employee relations issues in a timely manner.
• Communicates with manager concerning any problems or issues.
• Schedules and conducts shift meetings.
• Assists in the administration of payroll; completes shift paperwork and performs other administrative functions.
• Performs job duties of assigned shift (i.e., Assist passengers through arrival and check-in processes; including support for passengers with special needs such as unaccompanied minors, VIP and wheelchair assistance, handle ticketing, boarding, baggage, reservations, and resolving complaints and problems, direct passengers, etc.).
• Performs other related duties as assigned within the appropriate skill and experience capabilities expected for this position.
Basic Qualifications
Pre-requisites
• Must be a local (in-state) resident.
• Valid In-State Driver’s License.
• Ability to pass a pre-employment drug screen.
• Ability to pass up to a 10-year background check.
• Must be at least 18 years of age.
• Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• Must complete SIDA training to obtain airport authority identification security.
Experience
• 2 years of relevant experience. Must be open minded and ready to work as part of a detail-oriented team.
Knowledge, Skills & Abilities
• Excellent customer service skills.
• Strong work ethic.
• Ability to work in a team oriented environment.
• Ability to type and or use a computer keyboard with sufficient speed to meet the requirements of the role.
• Able to understand documents, learn and follow ticketing procedures, and other rules and regulations.
Preferred Qualifications
Education
• High School diploma or GED.
Experience
• 4 years of relevant experience.
• Relevant supervisory experience.
Knowledge, Skills & Abilities
• Able to communicate information and instructions verbally and/or via radio equipment.
• Able to communicate effectively in a professional manner.
• Strong leadership qualities and ability to create a passionate and efficient workforce.
• Able to effectively resolve employee conflicts.
• Ability to apply creative solutions that have a positive impact on results.
Working Conditions
Work Schedule
• You will need to have flexibility to work a variety of shifts, including nights, weekends, holidays and overtime. We operate in a shift bid environment.
Work Environment
• Must be able to be alert to moving vehicles or aircraft and use radio equipment.
• Enjoy the outdoors on a daily basis (sun, rain, sleet or snow!) May be exposed to a wide variety of weather conditions, jet and machinery noises, fumes, dirt and dust for extended periods.
Physical Demands/Requirements
• Must be able to lift / carry / push / pull and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Must be able to walk, climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.
• Must be able to work in cramped or high places.
• Must be able to carry heavy items up and down jet way stairs.
Supervisory Responsibilities
• Supervise team of Customer Service Agents and Leads.
Legal
• Unifi is an Equal Opportunity Employer.
Benefits
• Flight Benefits – exclusive travel privileges for yourself and your family with Delta Airlines
• Competitive pay with daily access to earned wages
• Paid holidays and paid time off
• 401k company match upon eligibility
• Exclusive discounts and additional wellness programs
