Customer Service Supervisor

Job Description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.Customer Service SupervisorFull Time Santa Rosa, CA, USJob Type: Full TimeRate: $23The Landline Company2200 Airport Blvd, Santa Rosa, CA 95403About Us: The Landline Company (landlineco.com) is an innovative ground transportation company that connects airline passengers to major airports through premium motorcoach service in partnership with airlines including American Airlines, Sun Country, Delta, Jet Blue, and Air Canada.We are launching service between Sonoma County/Santa Rosa and the San Francisco, allowing passengers to check in and transfer luggage seamlessly between our vehicles and partner flights.The Role: We’re seeking a Customer Service Supervisor to join our Airport team. In this role, you will oversee daily customer service operations, support frontline agents, and ensure a seamless passenger experience for customers traveling between Sonoma County and SF.This position is responsible for supervising Customer Service Agents during assigned shifts, resolving complex customer issues, and ensuring operational procedures are followed for passenger check-in, boarding, and baggage handling.Responsibilities:Supervise Customer Service Agents during assigned shifts and ensure adherence to operational proceduresProvide leadership, coaching, and support to team members to ensure excellent customer serviceAssistcustomers with passenger check-in, boarding, and travel questions when neededResolve escalated customer concerns in a professional andtimelymannerEnsureaccurateentry of passenger information into reservation and airline systemsMonitor passenger flow and boarding processes tomaintainefficient operationsCoordinate baggage handling and loading between Landline vehicles and baggage systemsCommunicate operational updates, delays, or service issues to team members and managementEnsure compliance with company safety procedures and service standardsSupport training of new team members andassistwith ongoing staff developmentMaintain knowledge of Landline’s products, services, and airline partner proceduresAssistwith shift scheduling and operational coverage as directed by station leadershipComplete required vehicle preparation, security, and documentation procedures accurately andin accordance withestablished policies and airport requirementsCoordinate passenger, baggage, and vehicle readiness activities to support safe and on-time departuresAll other duties as assignedWhat We’re Looking For:High School Diploma, GED, or equivalent educationrequired2 – 3 years of customer service experiencerequired1 year of leadership experiencerequiredPreviousleadership, lead, or supervisory experience preferredAbility to pass a preemployment drug test including Marijuana and toparticipatein random drug and alcoholtesting(this is anFAA safety-sensitive position)Ability to pass a preemployment criminal background check to obtain a badge to access secure airport locationsAbility to work holidays, with many shifts starting at 2:30 am until just after lunch time.Experience working with an airline Passenger Service System is preferredAbility to work a variety of shifts including nights,weekendsand holidaysStrong leadership and problem-solving skillsAbility to build rapport with customers and support team membersAbility to prioritize tasks and manage multiple responsibilitiesPositive attitude, strong work ethic, and professional demeanorExcellent written and verbal communication skills with attention to detailA willingness to learn new systems and remain flexible in challenging situationsValid driver’s license and reliable personal transportationrequiredAbility to lift up to 70 lbsShift: This operation runs 7 days a week, including holidays, with shifts starting at 4:00 AM until around 10:00 PM.The Landline Company is an Equal Opportunity Employer.We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.10 dayspaid time off (PTO)Flightperkswith Air Canada and Sun Country Airlines for employees and eligible family membersUp to $10,000/year in company-paid benefitsInsurance: medical, dental, vision, short term/long term disability, company-paid life, pet, hospital indemnity, critical illness, supplemental life, and accident coverageEmployee Assistance ProgramHealth Savings Account (HSA) and Flexible Spending Account (FSA)#J-18808-Ljbffr