Airport Customer Service Coordinator

NATURE OF WORK

The fundamental reason this classification exists is to provide a variety of public relations and customer services to Montgomery Airport passengers and the public.

• Lead onboarding and training of all Passenger Services Aides (PSAs), ensuring consistency in service delivery and operational procedures
• Provide ongoing coaching, mentorship, and performance feedback to team members
• Identify training gaps and implement corrective instruction to improve service quality
• Maintain training documentation and ensure all staff are aligned with current procedures

• Assist in the development and management of staff schedules based on operational needs, flight activity, and peak travel periods
• Monitor daily staffing levels and adjust coverage to address call‑outs, delays, or increased passenger volume
• Coordinate shift swaps and communicate scheduling updates to staff in a timely manner
• Support workforce planning to ensure adequate coverage for special events and airport initiatives

• Serve as a frontline leader by modeling exceptional customer service standards at all times
• Respond to and resolve escalated passenger concerns in a professional and timely manner
• Monitor team interactions to ensure a high‑quality, consistent passenger experience
• Recommend improvements to enhance customer satisfaction and airport experience

• Act as shift lead to ensure staff are punctual, in proper uniform, and adhering to airport policies
• Reinforce expectations related to attendance, professionalism, and service standards
• Document performance concerns and communicate issues to management for follow‑up
• Foster a collaborative, team‑oriented environment focused on accountability and service excellence

• Maintain accurate daily logs, reports, and incident documentation
• Serve as a liaison between staff and management to ensure clear communication of priorities and updates
• Assist with implementation of new initiatives, programs, or operational changes
• Support coordination with airport tenants, airlines, and partners as needed

• Demonstrate flexibility in responding to changing operational needs in a dynamic airport environment
• Provide direct customer service support during high‑traffic periods or staffing shortages
• Assist with special events, marketing activations, and community engagement efforts
• Perform additional duties as assigned to support overall airport operations

• Knowledge of business and management principles such as resource allocation and coordination as needed to properly schedule staff.
• Knowledge of Montgomery Airport and various airline policies and procedures.
• Knowledge of Montgomery area to include lodging, food, various attractions, and general directions.
• Knowledge of personal standards regarding dress, language, personal hygiene, attendance, and expressed attitudes toward the public.
• Knowledge of norms of courtesy and etiquette in relation with the public and co-workers.
• Knowledge of services available to passengers and the public to fulfill the passenger's needs and preferences.
• Knowledge of authority limitations in responding to and resolving customer complaints.
• Ability to identify and adapt to the conditions and circumstances of the work, rules and regulations, and the relationships with other people to maintain a smooth running and efficient organization.
• Ability to read written sentences and paragraphs as needed to research airline procedures, local directions, and various other patron requests/questions.
• Ability to communicate orally and in writing with a variety of individuals from varying backgrounds in order to understand requests and provide instructions and information concerning airport services.
• Ability to translate boarding passes, flight plan schedules and itineraries, and standard flight codes as needed to assist customers.
• Ability to convey information in a concise fashion without loss of necessary detail.
• Ability to understand spoken instructions or work procedures provided by supervisor or others.
• Ability to interpret and implement instructions issued by management.
• Ability to express apologies or explanations for the inconveniences of others.
• Ability to use appropriate timing, tact, and discretion in communicating with passengers and the public.
• Ability to coordinate work with others through conversation/discussion where effectiveness depends on understanding others.
• Ability to analytically determine customer or client needs and provide appropriate assistance.
• Ability to establish and maintain effective working relationships with others.
• Ability to work effectively with others in stressful situations.
• Ability to work without close supervision.