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.

WORK RESPONSIBILITIES:

Staff Training & Development

• 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, SKILLS AND ABILITIES: 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.