PDX Customer Service Supervisor

About VIP Hospitality LLC

Incorporated in 2004, our company seeks to efficiently elevate the experience of valued patrons and guests served by our contractees exclusively within the hospitality, travel, and tourism industries.

Customer Service Supervisor

AM and PM Operations

General Manager

Leading, coaching, developing, and supporting CSRs while maintaining smooth shift operations

The Customer Service Supervisor is responsible for leading the Customer Service Representative team during assigned shifts, maintaining safe and efficient operations, and serving as an on‑duty point of contact for the client and airport partners. This role places strong emphasis on coaching, developing, and supporting CSRs so they deliver proactive, positive, and professional service to passengers while meeting VIP Hospitality, client, airport, and contract expectations.

• Coach CSRs in real time by observing performance, giving clear feedback, reinforcing service standards, and recognizing positive behaviors.
• Develop new and existing CSRs through hands‑on training, shadowing, mentoring, and practical guidance during daily operations.
• Set a positive leadership example by staying calm, approachable, professional, and solutions‑focused in front of passengers, staff, clients, and airport partners.
• Support employee growth by identifying training needs, documenting coaching opportunities as directed, and following up to confirm improvement.
• Lead pre‑shift huddles or briefings as assigned to communicate priorities, passenger flow expectations, safety updates, and customer service focus areas.
• Encourage teamwork, accountability, respectful communication, and a service‑first mindset across the shift.

• Supervise Customer Service Representatives on the designated shift and confirm CSRs are positioned, engaged, and performing assigned duties.
• Maintain adequate shift coverage by monitoring staffing levels, managing call‑outs, contacting approved coverage resources, and escalating staffing concerns promptly.
• Assign and adjust team locations, breaks, and lunch periods to support passenger flow, operational needs, and contract requirements.
• Monitor team performance throughout the shift and take timely action when coaching, support, redirection, or escalation is needed.
• Assist with CSR duties when needed, including passenger engagement, way finding, queue support, and communication with airport partners.
• Attend or participate in daily stand‑up meetings and communicate operational updates, service concerns, staffing issues, and follow‑up items.
• Maintain accurate and timely communication with the General Manager and leadership team regarding shift activity, incidents, irregular operations, and performance trends.

• Promote a proactive, positive customer service culture by ensuring CSRs greet passengers, offer assistance early, and provide clear guidance during busy travel periods.
• Serve as the on‑duty point of contact for client representatives as assigned, providing professional updates and timely responses to operational concerns.
• Work collaboratively with PDX Airport, TSA, Customs and Border Protection, VIP Hospitality leadership, and other airport partners to support smooth passenger movement.
• Handle passenger, staff, or client concerns professionally, resolving matters when appropriate and escalating issues according to company procedure.
• Support irregular operations under PDX direction, including schedule changes, passenger congestion, service disruptions, or other operational challenges.

• Promote a safe work environment by following and enforcing applicable VIP Hospitality, PDX Airport, client, safety, and security rules and regulations.
• Ensure CSRs follow company policies, airport procedures, contract expectations, and applicable safety and security requirements.
• Identify and report hazards, operational concerns, policy violations, or security‑related…