Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?
Job SummaryThe Airline Customer Service Instructor is responsible for delivering comprehensive safety, security, and procedural training to airport customer service agents, covering all aspects of passenger ground handling and customer service. This role involves conducting both initial, on-the-job, and recurrent training, monitoring compliance, and ensuring up-to-date knowledge of government regulations and airline policies. The instructor also maintains training records, updates training manuals and SOPs, and collaborates with regulatory agencies to ensure adherence to standards.
Responsibilities Conduct safety, security, and customer service training sessions for new and existing customer service agents. Develop and update training materials, including local training manuals and standard operating procedures (SOPs). Monitor and maintain accurate training records, ensuring agents meet initial and recurrent training requirements. Instruct personnel on new procedures, airline systems, and government safety and security regulations. Conduct audits to ensure compliance with airline, airport, and government regulations. Collaborate with TSA, FAA, CBP, and local airport authorities to maintain compliance with all applicable policies. Prepare and oversee flight documents and manage computer data entry for training-related tasks. Support the corporate training team by providing station-level training and assisting with policy updates. Work with little or no supervision. Work with all levels of management in communicating issues and making presentations. Minimum Requirements High school diploma or equivalent; relevant certification in aviation training or customer service is a plus. 3+ years of experience in airline customer service, airport operations, or a related field. Familiarity with airline safety, security, and procedural regulations. Proficiency in training delivery and documentation management. Excellent verbal and written communication skills. 2 years of customer service experience required. Preferably in the airline/hospitality industry. Comply with the WFS site security plan. Remain cognizant of WFS staff, security contractors, and visitors’ activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS reporting program. Preferred Skills Must possess leadership qualities. Certified in safety or security training (e.g., TSA or other relevant certifications). Strong knowledge of airline systems and customer service procedures. Experience with regulatory compliance, audit procedures, and safety protocols. Advanced conflict resolution and instructional skills. Ability to create and update training materials and procedural documentation. Requires strong oral and written communications skills, and excellent presentation and interpersonal skills. Ability to read, write, fluently speak, and understand the English language. Current working knowledge of computer systems. Physical Requirements/Working Conditions Push, pull, bend, stoop, twist, turn, reach, crawl, or grip as necessary to demonstrate job functions and operate required equipment. Reports to work on a regular and timely basis. Must be able to perform the following functions in variable weather and environmental conditions Ability to stand and conduct training sessions for extended periods. Willingness to travel occasionally, if required, for training and audit purposes. Flexible availability to accommodate varied training schedules, including early mornings, nights, and weekends. Ability to work in a high-stress environment, maintaining professionalism and composure. Proficient in using computers and airline systems for data entry and record maintenance. Work in restricted spaces as necessary to demonstrate job functions. Ability to lift 50 to 70 lbs. Work in a high noise level environment. Perks & Benefits Want your pay in advance? Access your pay when you need it through the DailyPay app! Are you a top performer who thrives on recognition? On-the-spot awards offered through the Awardco Platform including gift cards and more! Need quality medical care? Multiple options for both full and part-time employees! Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More! Looking to stay healthy and improve your life? Wellness Programs are offered to all employees! Want to invest in your future? 401k program offered with company match! Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!
WFS is an equal-opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.