Customer Service Manager - FBSPL : Job Details

Job Description: Manager-on-Duty - Passenger Services

Location: Philadelphia, Pennsylvania, US

Compensation: $75,000 per year

Job Summary:

As a Manager-on-Duty in Passenger Services, you will oversee and support

supervisory personnel to enhance customer service experiences and maintain operational

efficiency. Your role will involve guiding staff, monitoring compliance with security and TSA

regulations, and ensuring that all operations adhere to corporate standards. You'll serve as a key

liaison between first-level supervisors and upper management, ensuring smooth operations and

effective communication across the board.

Key Responsibilities:

• Provide leadership and support to supervisory staff, ensuring effective management of

customer interactions and operational tasks.

• Monitor staffing levels, administer discipline and corrective actions, and ensure all

employees adhere to company policies and procedures.

• Maintain and control operational aspects in accordance with the corporate security

program and TSA legislation.

• Oversee company audit requirements to ensure compliance and continuity of operations.

• Implement and enforce the site-specific security plan, including issuing and monitoring

employee ID badges.

• Read, analyze, and interpret various documents, including employee handbooks, manuals,

and regulatory materials.

• Write reports, business correspondence, and procedure manuals, and effectively present

information to groups or individuals.

• Manage budget and expenses and maintain a professional work environment.

• Operate equipment and hold necessary licensing (if applicable).

Minimum Requirements:

• 2 to 5 years of previous management or supervisory experience in field service duties.

• College degree or equivalent experience.

• Experience with airline pricing.

• Availability to work weekends (Friday, Saturday, and Sunday), holidays, and days off.

Preferred Skills:

• Familiarity with personal computer software.

• Independent judgment and decision-making skills.

• Excellent interpersonal, written, and oral communication skills.

• Fluency in reading, writing, and speaking English.

Physical Requirements/Working Conditions:

• Ability to lift up to 35 lbs.

Perks & Benefits:

• Access up to 50% of earned wages in advance through myWisely or Daily Pay app.

• Recognition for top performers through the Awardco Platform, including gift cards and

more.

• Quality medical care options for full and part-time employees.

• Employee extras such as travel discounts, pet insurance, and discount shopping.

• Wellness programs to help you stay healthy and improve your life.

• 401k program with company match to invest in your future.

• Opportunities for internal mobility and career growth within the company