Airport Customer Service Supervisor (Breeze) - BDL

Unifi is a dynamic and customer-focused company operating within the transportation and logistics industry, specializing in providing exceptional customer service in airport environments. Known for its commitment to operational safety and efficiency, Unifi employs advanced protocols in accordance with OSHA, TSA, DOT, and USPS regulations to ensure a secure and welcoming atmosphere for travelers and employees alike. The company takes pride in its workforce, emphasizing the importance of teamwork, respect, and diversity to deliver unparalleled service as the first line of defense for its valued customers. The role of Customer Service Supervisor at Unifi is a pivotal position that requires both leadership and hands-on involvement in daily operations. This position is designed for an outgoing, friendly individual who thrives in a fast-paced, customer-facing environment and is passionate about making positive impacts through exceptional service. The supervisor will oversee and coordinate a team of customer service agents and leads, ensuring work shifts are efficiently managed. Responsibilities include overseeing employee scheduling, training, breaks, vacations, overtime, and shift rotations, all while promoting and enforcing adherence to safety and company policies. In addition to supervising daily activities, the Customer Service Supervisor plays an active part in operational functions such as assisting passengers during arrival and check-in processes, including specialized support for unaccompanied minors, VIPs, and passengers requiring wheelchair assistance. This role demands a balance between administrative duties—such as payroll administration and shift paperwork—and direct customer interaction, ensuring smooth resolutions to complaints and problems, ticketing, boarding, baggage handling, and reservation queries. As a supervisory role, the position requires strong leadership qualities to create a passionate and efficient workforce while fostering an environment of respect, diversity, and equal employment opportunity. The supervisor must be vigilant in enforcing safety habits in compliance with regulatory standards and Unifi’s internal policies. Acting as a communicator and problem solver, the supervisor reports to management about any operational challenges and engages in employee relations, disciplinary actions, and promotes professional conduct. The work environment at Unifi includes exposure to various weather conditions and outdoor elements, and the role demands physical stamina. Supervisors need to be alert to moving vehicles and aircraft, use communication radios, and frequently perform physical activities such as lifting or moving heavy items up to 70 pounds and navigating different areas within the airport, some of which may be cramped or positioned at height. The role requires flexibility to work varying shifts including nights, weekends, holidays, and overtime. Unifi values experience and dedication, seeking candidates with at least two years of relevant customer service experience, with preferred qualifications including supervisory experience and higher levels of professional communication and conflict resolution skills. Successful candidates will be local residents with valid in-state driver’s licenses, capable of passing comprehensive background checks and drug screenings, and must complete specific security training to obtain airport authority identification. This role offers a unique opportunity to join a reputable employer who prioritizes employee development, operational excellence, and first-class customer experience in a challenging yet rewarding airport service setting.

• Must be a local (in-state) resident
• valid in-state driver’s license
• ability to pass a pre-employment drug screen
• ability to pass up to a 10-year background check
• must be at least 18 years of age
• must have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• must complete SIDA training to obtain airport authority identification security
• 2+ years of relevant experience
• must be open minded and ready to work as part of a detail-oriented team
• excellent customer service skills
• strong work ethic
• ability to work in a team oriented environment
• ability to type and or use a computer keyboard with sufficient speed to meet the requirements of the role
• able to understand documents, learn and follow ticketing procedures, and other rules and regulations