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Customer Service Lead Agent

Date: Jul 17, 2022

Location: Dallas Fort Worth, Texas, US

Company: Worldwide Flight Services, Inc.

Join our team at Worldwide Fight Services as a Customer Service Lead Agent!


Pay rate:  $17.25 per hour


We need English, as well as, Spanish and French speaking applicants. 


As a Customer Service Lead Agent, you will be responsible for managing the overall performance of all Customer Service Agents (CSA) working in your assigned work area, as well as, all duties assigned to the CSA position (as described below). The Lead Agent is responsible for the timely and satisfactory completion of work assignments in accordance with Company policy.  You will effectively supervise the operations flow, from check-in through boarding, and assist both customers and employees in any manner required. Duties may include demonstrating proper work methods and techniques, conducting on-the-job training, leading staff/team meetings and instructing employees in new or revised operational procedures. You may also be required to apportion work assignments and tasks, observing and analyzing the methods used and the results achieved. Should a problem be detected, it is the responsibility of the Lead Agent to communicate with management and work to assist in resolving the problem. Lead Agents are also responsible for maintaining a safe work environment. 


Required Skills: 


  • Must be able to provide world-class customer service to all customers and passengers. You are to lead by example.
  • Must be able to hear and respond to customers in a professional manner. 
  • Ability to speak and be understood while giving direction/information to passengers. 
  • Tolerate and answer repetitious questions from customers in a friendly, outgoing manner. 
  • Computer and/or keyboard knowledge and experience is a must. 
  • Ability to stand and walk for an eight-hour shift. 
  • Must be able to lift up to 50 pounds. Twisting, turning, stooping, bending, reaching, and gripping required while checking baggage throughout the shift. 
  • Must be willing to wear uniform and insignia as prescribed by the Company. 
  • Personal appearance and grooming that will present a favorable corporate image.  
  • Report to work on a regular and timely basis. 


Required Experience: 


Do you fulfill the checklist below?  


  • Previous operational experience preferred, preferably in Passenger Services.
  • At least 18 years of age. 
  • High school diploma or equivalent. 
  • Computer/keyboard experience. 
  • Demonstrates qualities of leadership, initiative, and judgement.  
  • Excellent interpersonal and communication skills. 
  • Must have ability to work effectively under pressure. 
  • Flexible to work various shifts, including days, evenings, nights, weekends and holidays. 
  • Ability to read, write, and fluently speak and understand the English language. 
  • Ability to speak Spanish and/or French is a plus. 
  • Ability to lift up to 50 pounds.