Lead Customer Service Representative (Full Time)

About the role

As a Lead Customer Service Representative you will be the primary point of contact for domestic and international passengers at the airport, ensuring a welcoming and efficient experience from check‑in to baggage claim. You will lead a team in delivering high‑quality service while supporting flight dispatch and operational goals.

Key responsibilities

• Dispatch United flights safely and on time, meeting station and corporate objectives.
• Coordinate with all departments, contractors and vendors to sustain resource utilization and policy compliance.
• Monitor employee attendance, maintain personnel files, schedule training and ensure Web‑Based Training completion.
• Handle customer interactions at ticket counters, boarding gates and baggage service offices, assisting with ticketing, baggage and travel issues.
• Provide administrative support to the General Manager and BOG team, including injury reports and service revisions.
• Interpret company policies for internal and external stakeholders.

Required profile

• Highly detail‑oriented, dependable and organized.
• Ability to multi‑task, make quick decisions and perform under stressful, irregular operations.
• Excellent verbal and written communication skills.
• Experience in all phases of airport customer service (ticket counter, gate, baggage).
• General knowledge of terminal operations, cargo and coordination.

Required skills

• Proficiency with Shares, AERO and JET systems.
• Strong command of Windows operating system.
• Advanced use of Microsoft Excel and Microsoft Word.

What we offer

• Comprehensive health and wellness benefits.
• Opportunities to travel using an extensive airline network.
• Career growth within a global airline environment.