(USA-WA-Spokane) Customer Services Supervisor

**WHAT WE'RE ABOUT** We deliver excellence with passion. Each Horizon employee aims high, and working closely together, we soar. As a committed partner to Alaska Airlines, we connect the cities, people and promise of the West. Going the extra mile for guests and each other. Taking on each day knowing we're part of something remarkable. **YOUR ROLE** Role Summary The Customer Service Supervisor drives timeline and regulatory compliance at departure gates by ensuring tools and equipment are available and working for employees to perform their job functions effectively and by investigating reports of delays and other irregular flight activity. This role supervises the work of Customer Service Agents and assists with customer relations to ensure passenger service standards are maintained or exceeded. Scope & Complexity This position supervises station operations activities for Horizon Air. Key Duties - Supervises and drives time line and regulatory compliance at departure gates. - Investigates and reports delays and irregular flight activity and proposes solutions for how to avoid such delays in the future. - Ensures tools and equipment are available and working for employees to perform job functions effectively and removes other obstacles facing work groups (i.e., follow-up with ITS, facilities and airport as needed). - Monitors compliance with FAA and company regulations and periodically reviews applicable documents. - Supervises ticketing, enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight/balance, baggage handling procedures, servicing, and implements plans and schedules to ensure the availability of equipment. - Supervises customer relations (e.g., passenger complaints, lost and found, special passenger arrangements) and ensures passenger service standards are maintained or exceeded. - Supervises the activities of all Customer Service Agents in scheduling, training, attendance, discipline, contract administration, and performance. - Coaches agents, evaluates individual work performance, and provides relevant feedback. - Performs other duties as assigned. Job-Specific Skills & Education Required - A minimum of 2 years of experience in a leadership role. - Able to lead, motivate, and successfully communicate with a diverse workgroup and with other internal departments and teams. - Ability to juggle multiple tasks in a fast paced environment - Proven ability to effectively and tactfully communicate with others. - Ability and willingness to work a flexible schedule (e.g., weekends, holidays, and non-standard shifts). - Depending upon your work location, you may be required to obtain USPS Mail Handling Certification - Minimum age of 18. - Must be authorized to work in the U.S. - High school diploma or equivalent is required. Preferred - Airline experience, with proven skills in station operations, including one of the following areas: passenger service, cargo handling, fleet service, or ground operations - Training experience. - Experience scheduling shift work and administering budget controls. Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. **START YOUR NEW JOURNEY NOW** Submit your application by 1/12/2020 11:59pm (Pacific Time). We'll be happy to see it. **Job ID** 35980 **Location** Spokane, WA **FLSA Status** Exempt **Full/Part Time** Full-Time **Regular/Temporary** Regular
Apply Now