What are the responsibilities and job description for the Lead Customer Service Representative-Part Time position at Omaha Airport Authority?
As the Lead Customer Service Representative, you will be responsible for overseeing a team of customer service representatives and ensuring that all passengers are provided with top-notch customer service throughout their airport experience. You will play a key role in coaching and training staff, resolving customer issues, and maintaining a positive and welcoming atmosphere in the airport.
We’re seeking a quick-thinking, approachable problem-solver who can easily connect with travelers while leading customer service training and scheduling. Candidates will be empathetic listeners, knowledgeable about the airport’s layout, and always ready to use positive language to help. You’ll have the opportunity to make every interaction count and play a key role in ensuring every guest feels valued and supported.
In this role, your primary responsibilities will include:
Lead Training and Scheduling: Develop and implement effective training programs for CSRs, ensuring they’re equipped with the knowledge and skills to provide premier customer service. Coordinate shift schedules to always ensure coverage.
Guide and Assist – Walk through various areas of the airport, offering travelers personal guidance to help them reach their destination with ease.
Be an Observer and a Helper – Stay alert, spot travelers who may need assistance, and proactively offer your help before they even ask.
Communicate with Care – Listen closely to travelers' needs, solve problems efficiently, and show empathy in every interaction to create a positive, reassuring experience.
Adapt and Connect – Adjust your communication style to meet the needs of different travelers, whether they're rushing to catch a flight or need more detailed assistance.
Master the Airport – Become an expert on the airport layout and procedures, so you can confidently answer any question and guide travelers smoothly through the terminal.
Stay Informed – Keep up to date on airport construction and changes, so you can direct travelers around any obstacles and ensure they have the latest information.
Provide Valuable Feedback – Share your insights on customer experiences and contribute ideas on how to continuously improve the traveler journey.
Other Duties as Assigned – Be ready to step in and help wherever you're needed to ensure the best experience for our travelers!
Knowledge, Skills and Abilities Required
High School diploma or GED preferred.
Ability to pass pre-employment drug screen and criminal history background check.
Flexibility to work a variety of shifts, including nights, weekends, holidays, and overtime.
Successful completion of the initial training program.
Excellent customer service skills and a strong work ethic.
Passionate about helping travelers.
Able to work on your feet for extended periods of time.
Bilingual ability preferred or the ability to use a translation service or application.
