Supv Passenger Services - EVA Airlines Job at WFS in Chicago

Compensation

Pay Rate: $23.10 Full Time

Job Summary

The Passenger Service Supervisor oversees daily passenger operations to ensure efficient, safe, and customer-focused service delivery. The role leads a team of front-line agents, supports airline partners, and resolves escalated issues while maintaining compliance with all regulatory and company standards.

Responsibilities

• Supervise passenger service agents during check-in, boarding, baggage handling and arrival processes
• Ensure compliance with airline procedure, TSA regulations, and safety protocols
• Provide on-the-spot coaching and support to agents to ensure service standards are met
• Resolve customer complaints and operational issues in a timely and professional manner
• Coordinate with airline representatives, ramp, and other departments to ensure smooth flight operations
• Monitor staffing levels and adjust assignments based on flight schedules and operational needs
• Complete required reports, incident documentation, and shift logs accurately and on time
• Support training and onboarding of new passenger service agents
• Lead pre-shift briefings and communicate updates, policy changes, and safety alerts
• Promote a positive and productive work environment, modeling excellent customer service and teamwork
• High School Diploma or GED
• 2+ years of experience in passenger services or customer-service related field
• 1+ year of supervisory or lead experience in an operational setting
• Strong verbal and written communication skills
• Ability to work varied shifts, including nights, weekends, and holidays
• Proficient in Microsoft Office and airline systems
• Ability to obtain and maintain all required airport and airline security clearances
• Must be able to stand, walk, bend, and lift up to 50 pounds

Preferred Skills

• Associate or Bachelor's degree in Aviation, Business, or related field
• Prior experience working with a ground handling service provider
• Knowledge of airline - specific policies and procedures
• Experience handling irregular operations, customer escalations, or emergency response

Physical Requirements/Working Conditions

• Ability to lift 70 pounds
• Ability to handle stress
• Work in a high noise level environment
• Work with minimal supervision
• Want your pay in advance? Access your pay when you need it through the DailyPay app
• Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more
• Need quality medical care? Multiple options for both full and part-time employees
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More
• Looking to stay healthy and improve your life? Wellness Programs offered to all employees
• Want to invest in your future? 401k program offered with company match
• Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.