Customer Service, Gate Supervisor

We can’t wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.

At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable professional to join our team as a Customer Service, Gate Supervisor in our Ground Handling Department. The primary responsibility of the position is to manage the operational activities of the department in accordance with established policies and procedures. The successful candidate will have excellent organization skills, the ability to multitask, and the ability to work well with all levels of management and support staff. This position will report to the General Manager. 

Essential Duties:

• Coach and provide career development to the staff

• Correct non-compliant behavior and impose disciplinary action as required

• Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines

• Manage the operational activities of the department in accordance with established policies and procedures

• Administrative duties, including daily/weekly/monthly reports

• Provide support when employee absence affects the operation

• Maximize operational performance for the station by adjusting to changes in operational conditions and proactively solving problems

• Supervise, direct, and monitor personnel in the completion of their duties and adjust, as necessary, to ensure on-time performance and quality customer service

• Identify delays, cancellations, and specific customer issues

• Protect and rebook passengers on cancelled or delayed flights

• Print boarding passes and issue vouchers

• Meet delayed flights to make on-board announcements and distribute new boarding passes to affected customers

• Keep both the company goals and customer expectations in mind when overseeing daily operations

Job Qualifications and Competencies:

• Excellent organizational skills and ability to multi-task

• Ability to work independently, set and meet own deadlines

• Ability to work well with all levels of management and support staff

• Able to defuse conflicts among team members

• Familiarity with Microsoft Office Suite

• Prior experience with internal controls processes for accountable items

• Ability to work a flexible schedule

Preferred Qualifications:

• Previous airline management experience

• Current Piedmont employee with a minimum six months of service

• Knowledge of basic airport procedures and fundamental job requirements for gate and ramp agents

• Bachelor’s Degree in Aviation, Business, or related field

Work Environment:

• Use of computers and other office equipment

• Airport ramp environment, subject to varied weather conditions and elevated noise levels

• All shifts including weekends, nights, holidays and/or irregular shifts

Physical Requirements:

• Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairs

• Handle objects up to 70 pounds

• Assist passengers with disabilities, including, but not limited to, pushing wheelchairs

The above statements provide a brief description of the general nature of work performed and are not intended to be a complete list of responsibilities, duties, and skills required for this position. Duties and expectations are subject to change as needed.

Employment is contingent upon a valid driver’s license and clear driving record, 10-year Criminal History Records Check, and drug screen as required. We also require proof of high school or GED completion. Minimum 18 years of age.

Benefit package includes paid training, holiday pay, 401(k), vacation, and family travel on the American Airlines network.  Medical and dental available.

Starting Rate:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. ​

In addition to a competitive salary, we offer performance-based bonuses and relocation packages, subject to company policy and performance metrics.

Job Application Deadline:

Please note that job postings expire at 11:59 PM Eastern Standard Time on the day before the job application deadline. Ensure your application is submitted on time to be considered for the position.