Lead customer service agent job description
Updated March 14, 2024
7 min read
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Example lead customer service agent requirements on a job description
Lead customer service agent requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in lead customer service agent job postings.
Sample lead customer service agent requirements
- Bachelor's degree in business, customer service, or related field.
- 5+ years of customer service experience.
- Demonstrated leadership skills.
- Excellent communication and interpersonal skills.
- Proficiency with customer service software.
Sample required lead customer service agent soft skills
- Strong problem-solving and conflict resolution skills.
- Ability to work in a fast-paced environment.
- Strong attention to detail and accuracy.
- Ability to manage multiple tasks simultaneously.
- Ability to work independently and as part of a team.
Lead customer service agent job description example 1
United Ground Express lead customer service agent job description
/
*Lead Customer Service Agent */
/United Ground Express (UGE), a subsidiary of United Airlines Inc. supports airline customers and flights at many airports across the United States. The services we provide include customer check-in, baggage handling and servicing of the aircraft on the ground in preparation for the next flight. We assist customers from the moment they arrive at an airport through departure to their next destination. UGE is growing to expand to specific airports across the continental United States./
/A job with United Ground Express will provide you with an exciting, fast-paced environment, the chance to leverage existing skills and learn new skills, and an opportunity to grow a career in the airline industry./
/And to top it all off, you will get travel privileges through United Airlines, giving you access to one of the world's most comprehensive global networks./
*Job Summary:*
As a Lead Customer Service Agent, you will be an important part of our customers' travel experience. In addition to the Customer Service Agent responsibilities you will primarily be responsible for leading overall station process. Most importantly, you'll create a welcoming environment for our customers.
* *
*Lead Customer Service Agent Responsibilities*
* Lead and direct responsibilities related to the Customer Service Agent role
* Ensure adherence to standard operating procedures
* Oversee and ensure a safe work environment
* Authorize time and attendance exceptions
* Provide coaching and training to team members
*Customer Service Agent Responsibilities*
* Greet customers
* Communicate with customers and ensure they have information about their flights
* Assist customers with reservations and boarding passes
* Resolve disservice situations (e.g., determine alternate flight options for delayed, cancelled or missed flights, change/rebook a reservations)
* Open/close aircraft door before flight departure and upon flight arrival, including operating jet-way when applicable
* Ensure compliance with UGE and Federal Aviation Administration (FAA) regulations and policies
* Load, unload, and transfer baggage, cargo and mail from carts, conveyor belts, and containers, on and off aircraft.
* Drive and operate motorized equipment (e.g., conveyor belt)
* Read and interpret aircraft load sheets, checked baggage tags, and cargo labels
* Other duties as assigned
*Education*
* High school diploma/GED or equivalent, or equivalent preferred
*Requirements*
* Must be 18 years of age or older.
* High school diploma/GED or equivalent required
* Good communication and interpersonal skills.
* Ability to develop relationships with customers and co-workers.
* High level of ownership and accountability.
* Enthusiastic about aviation industry.
* Must be able to perform well in high-pressure situations
* Must possess and maintain a valid US state driver's license. (Suspended, expired, revoked or denied licenses are not valid.)
* Must be legally authorized to work in the US for any employer without sponsorship.
* Must be able to clear a United Ground Express background check and a fingerprint-based criminal history check.
* Must be eligible to obtain and maintain credentials necessary for the position. Position-specific clearances include but are not limited to FAA, TSA, Port Authority, U.S. Customs and U.S. Postal Service clearances.
* Must be able to pass a pre-placement physical abilities test, hearing and vision tests, and drug screen.
* Must comply with United Ground Express' Anti-Drug and Alcohol Misuse Prevention Policy.
* *
*Experience*
* Previous service related experience helpful (supervisory and airline)
* *
*Essential Physical Functions*
* The ability to lift baggage up to 70 pounds, in the lobby, planeside, and in the confinement of an airplane's cargo hold is necessary.
* Work schedules will span over a 24/7, 7 day/week operation including weekends, holidays and overtime as needed. Flexible work shifts will be assigned and can include late nights and early mornings.
* Regular attendance and punctuality in accordance with United Ground Express' policies are required. Overtime available/required depending upon operational need.
* *
*Work Environment*
* Must be willing to work outside in all weather conditions (e.g., rain, snow, cold, heat, humidity) and in baggage areas that are open to the outside weather conditions.
* Must be willing to work in extreme weather conditions for extended periods of time.
* Must be willing to work where there will be exposure to high noise levels.
* Must be willing to work in a high-pressure, safety-sensitive, deadline driven environment.
/United Ground Express, Inc. Is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. /
**Job:** **UGE Customer Service*
**Organization:** **United Ground Express*
**Title:** *Lead Customer Service Agent (Internal Only) - Ontario Int. Airport (ONT) - Ontario, CA*
**Location:** *CA-ONT - Ontario*
*Lead Customer Service Agent */
/United Ground Express (UGE), a subsidiary of United Airlines Inc. supports airline customers and flights at many airports across the United States. The services we provide include customer check-in, baggage handling and servicing of the aircraft on the ground in preparation for the next flight. We assist customers from the moment they arrive at an airport through departure to their next destination. UGE is growing to expand to specific airports across the continental United States./
/A job with United Ground Express will provide you with an exciting, fast-paced environment, the chance to leverage existing skills and learn new skills, and an opportunity to grow a career in the airline industry./
/And to top it all off, you will get travel privileges through United Airlines, giving you access to one of the world's most comprehensive global networks./
*Job Summary:*
As a Lead Customer Service Agent, you will be an important part of our customers' travel experience. In addition to the Customer Service Agent responsibilities you will primarily be responsible for leading overall station process. Most importantly, you'll create a welcoming environment for our customers.
* *
*Lead Customer Service Agent Responsibilities*
* Lead and direct responsibilities related to the Customer Service Agent role
* Ensure adherence to standard operating procedures
* Oversee and ensure a safe work environment
* Authorize time and attendance exceptions
* Provide coaching and training to team members
*Customer Service Agent Responsibilities*
* Greet customers
* Communicate with customers and ensure they have information about their flights
* Assist customers with reservations and boarding passes
* Resolve disservice situations (e.g., determine alternate flight options for delayed, cancelled or missed flights, change/rebook a reservations)
* Open/close aircraft door before flight departure and upon flight arrival, including operating jet-way when applicable
* Ensure compliance with UGE and Federal Aviation Administration (FAA) regulations and policies
* Load, unload, and transfer baggage, cargo and mail from carts, conveyor belts, and containers, on and off aircraft.
* Drive and operate motorized equipment (e.g., conveyor belt)
* Read and interpret aircraft load sheets, checked baggage tags, and cargo labels
* Other duties as assigned
*Education*
* High school diploma/GED or equivalent, or equivalent preferred
*Requirements*
* Must be 18 years of age or older.
* High school diploma/GED or equivalent required
* Good communication and interpersonal skills.
* Ability to develop relationships with customers and co-workers.
* High level of ownership and accountability.
* Enthusiastic about aviation industry.
* Must be able to perform well in high-pressure situations
* Must possess and maintain a valid US state driver's license. (Suspended, expired, revoked or denied licenses are not valid.)
* Must be legally authorized to work in the US for any employer without sponsorship.
* Must be able to clear a United Ground Express background check and a fingerprint-based criminal history check.
* Must be eligible to obtain and maintain credentials necessary for the position. Position-specific clearances include but are not limited to FAA, TSA, Port Authority, U.S. Customs and U.S. Postal Service clearances.
* Must be able to pass a pre-placement physical abilities test, hearing and vision tests, and drug screen.
* Must comply with United Ground Express' Anti-Drug and Alcohol Misuse Prevention Policy.
* *
*Experience*
* Previous service related experience helpful (supervisory and airline)
* *
*Essential Physical Functions*
* The ability to lift baggage up to 70 pounds, in the lobby, planeside, and in the confinement of an airplane's cargo hold is necessary.
* Work schedules will span over a 24/7, 7 day/week operation including weekends, holidays and overtime as needed. Flexible work shifts will be assigned and can include late nights and early mornings.
* Regular attendance and punctuality in accordance with United Ground Express' policies are required. Overtime available/required depending upon operational need.
* *
*Work Environment*
* Must be willing to work outside in all weather conditions (e.g., rain, snow, cold, heat, humidity) and in baggage areas that are open to the outside weather conditions.
* Must be willing to work in extreme weather conditions for extended periods of time.
* Must be willing to work where there will be exposure to high noise levels.
* Must be willing to work in a high-pressure, safety-sensitive, deadline driven environment.
/United Ground Express, Inc. Is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. /
**Job:** **UGE Customer Service*
**Organization:** **United Ground Express*
**Title:** *Lead Customer Service Agent (Internal Only) - Ontario Int. Airport (ONT) - Ontario, CA*
**Location:** *CA-ONT - Ontario*
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Lead customer service agent job description example 2
Envoy Air lead customer service agent job description
Who we are:
Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career? If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service.
We offer:
+ Amazing employee flight privileges within the American Airlines global network
+ Training and development programs to take your career to the next level
+ Comprehensive health and life benefits (subject to location)
How will you make an impact?
Responsibilities
+ Provide efficient, friendly service to all of our customers
+ Promote and sell air travel with American Eagle and American Airlines and/or one of our contracted carriers
+ Complete all necessary arrangements for accommodating passengers such as prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage, as well as collect excess baggage charges
+ Escort passengers from the terminal to and from the aircraft ensuring a safe path at all times
+ Complete all necessary arrangements for accommodating passengers with reservations, stand-bys, luggage, cabin availability, and in-flight supplies
+ Determine flight close-out time and prepare, complete, and check various flight forms for accuracy
+ Conduct agent observations and associate activities
+ Administers local training programs and is responsible for scheduling, manpower utilization as well as maintaining a safe, dependable and consistent operation
+ Maintains supplies and inventory control logs
+ Prepares customer correspondence, investigates discrepancies, and compiles statistical data for reports
+ Assist management in the completion of administrative duties and to acts as a company representative when assigned
+ In this role the employee may be subject to engine fumes, vehicle emissions, dust, and engine noise
+ Responsible for standing, using finger dexterity, typing, climbing, and descending stairs numerous times a day
+ Check baggage and parcels weighing up to 75 lbs. which involves carrying, bending, lifting, and turning
+ Meet arriving aircraft by standing to operate a mobile mechanical jet-bridge with a length of up to 110 ft. and weighing approximately 57,000 lbs
+ It is required that the agent can use depth perception and peripheral vision to extend and position jet-bridge observing all stationary and moving vehicles in the immediate area
+ Open and close aircraft cabin doors, without assistance, by pushing, pulling, reaching, bending and twisting
Who are we looking for?
Requirements
+ Minimum age: 18
+ High school diploma, GED, or international equivalent
+ Valid, unexpired and unsuspended driver's license; some license restrictions may prohibit a candidate from qualifying for this position
+ Willing and able to work a variety of rotating shifts including days, nights, overnights, holidays, weekends, and rotating days off
+ Flexible to work additional hours with short notice when operationally necessary
+ Must be able to carry, bend, lift and turn with bags and other items weighing up to 75 lbs.
+ Must be customer focused, detail oriented, and interested in the airline industry
+ Must be comfortable working with computers and ability to learn new computer programs
+ Must be able to read, write, fluently speak, and understand the English language
+ Possess the legal right to work in the United States
+ Demonstrated ability to communicate verbally and in writing
+ Strong organizational, interpersonal, negotiation, and leadership skills preferred
+ Above average attendance preferred
+ Ability to read, write, fluently speak, and understand Spanish (in some locations) preferred
+ One year of customer service experience preferred
+ Prior training and/or curriculum development experience preferred
+ Experience using Word and Excel preferred
Please note: The description is intended to provide a brief overview of the position. It's not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.
Envoy Air is an Equal Opportunity Employer - Minorities/Women/Veterans/Disabled
External Company Name: Envoy Air Inc.
Street: 73-200 Kupipi St
Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career? If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service.
We offer:
+ Amazing employee flight privileges within the American Airlines global network
+ Training and development programs to take your career to the next level
+ Comprehensive health and life benefits (subject to location)
How will you make an impact?
Responsibilities
+ Provide efficient, friendly service to all of our customers
+ Promote and sell air travel with American Eagle and American Airlines and/or one of our contracted carriers
+ Complete all necessary arrangements for accommodating passengers such as prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage, as well as collect excess baggage charges
+ Escort passengers from the terminal to and from the aircraft ensuring a safe path at all times
+ Complete all necessary arrangements for accommodating passengers with reservations, stand-bys, luggage, cabin availability, and in-flight supplies
+ Determine flight close-out time and prepare, complete, and check various flight forms for accuracy
+ Conduct agent observations and associate activities
+ Administers local training programs and is responsible for scheduling, manpower utilization as well as maintaining a safe, dependable and consistent operation
+ Maintains supplies and inventory control logs
+ Prepares customer correspondence, investigates discrepancies, and compiles statistical data for reports
+ Assist management in the completion of administrative duties and to acts as a company representative when assigned
+ In this role the employee may be subject to engine fumes, vehicle emissions, dust, and engine noise
+ Responsible for standing, using finger dexterity, typing, climbing, and descending stairs numerous times a day
+ Check baggage and parcels weighing up to 75 lbs. which involves carrying, bending, lifting, and turning
+ Meet arriving aircraft by standing to operate a mobile mechanical jet-bridge with a length of up to 110 ft. and weighing approximately 57,000 lbs
+ It is required that the agent can use depth perception and peripheral vision to extend and position jet-bridge observing all stationary and moving vehicles in the immediate area
+ Open and close aircraft cabin doors, without assistance, by pushing, pulling, reaching, bending and twisting
Who are we looking for?
Requirements
+ Minimum age: 18
+ High school diploma, GED, or international equivalent
+ Valid, unexpired and unsuspended driver's license; some license restrictions may prohibit a candidate from qualifying for this position
+ Willing and able to work a variety of rotating shifts including days, nights, overnights, holidays, weekends, and rotating days off
+ Flexible to work additional hours with short notice when operationally necessary
+ Must be able to carry, bend, lift and turn with bags and other items weighing up to 75 lbs.
+ Must be customer focused, detail oriented, and interested in the airline industry
+ Must be comfortable working with computers and ability to learn new computer programs
+ Must be able to read, write, fluently speak, and understand the English language
+ Possess the legal right to work in the United States
+ Demonstrated ability to communicate verbally and in writing
+ Strong organizational, interpersonal, negotiation, and leadership skills preferred
+ Above average attendance preferred
+ Ability to read, write, fluently speak, and understand Spanish (in some locations) preferred
+ One year of customer service experience preferred
+ Prior training and/or curriculum development experience preferred
+ Experience using Word and Excel preferred
Please note: The description is intended to provide a brief overview of the position. It's not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.
Envoy Air is an Equal Opportunity Employer - Minorities/Women/Veterans/Disabled
External Company Name: Envoy Air Inc.
Street: 73-200 Kupipi St
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Updated March 14, 2024
Updated March 14, 2024