Supervisor Customer Service

Company Horizon Air

The Team

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

Role Summary

The Supervisor Customer Service oversees the execution of running a safe, on-time and regulatory compliance operation at the departure gates by ensuring tools and equipment are available and working for employees to perform their job functions effectively at Horizon Air. As a people leader, the Supervisor Customer Service leads and establishes priorities for the team to assist with customer relations to ensure passenger service standards are maintained and exceeded.

Key Duties

• Lead team of Customer Service Agents in scheduling, training, attendance, discipline and performance as well as establish priorities.
• Investigates and reports delays and irregular flight activity and proposes solutions for how to avoid delays in the future.
• Make decisions and ensure tools and equipment are available and working for employees to perform job functions effectively. Follow up with ITS, facilities and airport as needed.
• Supervise ticketing, enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight and balance, and baggage handling procedures.
• Monitors compliance with FAA and company regulations and periodically reviews applicable documents.
• Develop people through effective performance management coaches’ agents and provide relevant feedback.

Job-Specific Experience, Education & Skills

Required

• 3 years of experience in customer service.
• Bachelor’s degree or additional two years of work experience in lieu of this degree.
• Ability to lead, motivate, and successfully communicate with a diverse workgroup and with other internal departments and teams.
• Ability and willingness to work a flexible schedule (e.g., weekends, holidays, and non-standard shifts).
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Airline experience.
• Experience leading and coaching employees.
• Experience scheduling shift work and administering budget controls.

Airport SIDA Badge Requirements

Important update for non-crew employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

Salary Range

$52,300 - $78,400 / year

Salary Details

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Total Rewards

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

Apply by 7:00 PM Pacific Time on 6/29/2023

Employment Type Full-Time

FLSA Status Exempt

Regular/Temporary Regular

Requisition ID 2023-10853

Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.