Customer Service Supervisor

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Station Ops - PA ILG Full Time New Castle, DE, US

Salary Range: $21.00 To $22.00 Hourly

Pay: From $21.00 - 22.00 per hour

The Landline Company

The Landline Company () is an innovative ground transportation company that connects airline passengers to major airports through premium motorcoach service in partnership with airlines including American Airlines, Delta, Jet Blue, and Air Canada.

In partnership with American Airlines, we connect passengers between Philadelphia International Airport and regional airports including Wilmington, Wilkes-Barre/Scranton, Trenton, Atlantic City, and Allentown, allowing them to check in and transfer luggage seamlessly between our vehicles and their flights.

The Role:

We’re seeking a Station Supervisor to join our Wilmington Airport team. In this role, you will oversee daily customer service operations, support frontline agents, and ensure a seamless passenger experience for customers traveling between Wilmington and Philadelphia.

This position is responsible for supervising Customer Service Agents during assigned shifts, resolving complex customer issues, and ensuring operational procedures are followed for passenger check-in, boarding, and baggage handling.

• 10 days paid time off (PTO)
• Flight perks with our airline partners for employees and eligible family members
• Up to $10,000/year in company-paid benefits
• Insurance: medical, dental, vision, short-term/long-term disability, company-paid life, pet, hospital indemnity, critical illness, supplemental life, and accident coverage
• Employee Assistance Program
• Health Savings Account (HSA) and Flexible Spending Account (FSA)

Responsibilities:

• Supervise Customer Service Agents during assigned shifts and ensure adherence to operational procedures
• Provide leadership, coaching, and support to team members to ensure excellent customer service
• Assist customers with passenger check-in, boarding, and travel questions when needed
• Resolve escalated customer concerns in a professional and timely manner
• Ensure accurate entry of passenger information into reservation and airline systems
• Monitor passenger flow and boarding processes to maintain efficient operations
• Coordinate baggage handling and loading between Landline vehicles and baggage carousels
• Carry out Ground Security Coordinator functions and ensure compliance with TSA and airport security requirements
• Communicate operational updates, delays, or service issues to team members and management
• Ensure compliance with company safety procedures and service standards
• Support training of new team members and assist with ongoing staff development
• Maintain knowledge of Landline’s products, services, and airline partner procedures
• Assist with shift scheduling and operational coverage as directed by station leadership
• Complete required vehicle preparation, security, and documentation procedures accurately and in accordance with established policies and airport requirements
• Coordinate passenger, baggage, and vehicle readiness activities to support safe and on-time departures
• All other duties as assigned

Qualifications:

• High School Diploma, GED, or equivalent education required
• 2–3 years of customer service experience required
• 1 year of leadership experience required
• Previous lead or supervisory experience in an airport or transportation setting preferred
• Experience working with an Airline Passenger Service System is preferred
• Ability to pass a pre-employment drug test, including marijuana, and participate in random drug and alcohol testing (this is a USDOT safety-sensitive position)
• Ability to pass a company background check…