CUSTOMER SERVICE SHIFT LEAD ATW

ATW Shift Leads work under the direction of the ATW Manager, Supervisors, and Owner to ensure staff, passengers and customers are handled according to specific company policies and procedures. They are a part of the overall Flightcraft Family. They will support and work alongside all areas of the company and foster the team atmosphere of Flightcraft. Quality customer service, attention to detail, company procedures, safety and teamwork are key components of a CSA Shift Lead. They must possess solid leadership, verbal, and written communication skills, be energetic, outgoing, understanding and accepting of change. They must also be flexible and able to deal with the adapting nature of aviation.

Duties and Responsibilities:

Provide leadership and quality customer service to staff, and a variety of customers including: travelling passengers, travel agencies, corporate customers, and other internal and external groups.

Answer phones/emails, give out fare and schedule info, take and create reservations, etc.

Check-in duties and act as a replacement agent when required.

File, handle cash, and prepare and finalize cash reports.

Greet flights, make announcements (boarding calls, page passengers).

Update internal operations requirements, including station audits, weight and balance, FIDS/GIDS, and other airline specific operation requirements.

Act as liaison between the air carriers, passengers, and Flightcraft, including baggage

Advise management of no-show or late team members and productivity issues.

IROPs, station delays, and airline actions.

Work through flight IROPs as required.

Work through flight baggage issues as required.

Assist with baggage handling (bag jams/bag room congestion) and deliveries as required.

Perform Turn, RON, and Ad-Hoc flight requirements as needed.

Provide cabin cleaning as needed per carrier specifications.

Operate jetways, per air carrier policies.

Work with Station Trainer and Training Officers to ensure compliance with all regulatory and carrier specific requirements.

Mentor team members and ensure training requirements are applied to the operation seamlessly.

Delegate tasks to team members as needed.

Liaise and support directly with BTW Shift Leads and carriers as needed.

Perform inventory control per carrier requirements.

Support ATW Supervisors and Manager and/or Owner as required.

Other duties as assigned by Management.

Qualifications and Requirements:

Must hold valid RAIC.

Must have previous CSA experience.

Solid knowledge of aviation and its related terms, short forms, and verbiage.

Solid knowledge of Microsoft Office Suite, Windows, Google Suite, and general computer programs.

Excellent keyboarding skills are essential.

Must be able to manage a team of three to eight people.

Must have excellent in-person customer service skills.

Must be able to de-escalate confrontational situations with guests/passengers.

Must be able to work with minimal supervision, and/or in a team environment working varied and/or split shifts, overtime, and holidays.