That may be the case but the comment is not helpful - JT
So returning to the starting point, what is the authority of the Customer Service Representative? It will be clearly defined in the ground handling manual. My own company manuals constantly point to the captain as being the ultimate person responsible. Yes I do have the occasional run-in with ground staff, but each time it has only take seconds to solve. I'm not paid for popularity, just to safely fly aircraft on time.