Supervisor, Customer Services

Job Title

Join a team committed to providing outstanding service at Envoy Air, a stable, secure, and fast-growing airline.

We offer:

• Amazing employee flight privileges within the American Airlines global network
• Training and development programs to take your career to the next level
• Comprehensive health and life benefits (subject to location)

Responsibilities

How will you make an impact?

Responsibilities include:

• Coordinate the day-to-day station operations by leading and organizing the activities of Agents/Clerks to ensure a safe working environment and on-time dependability.
• Ensure adequate operational coverage; responsible for scheduling and manpower utilization
• Maintain a safe, dependable and consistent operation
• Conduct Agent observations
• Schedule and administer local training including new hire training
• Investigates and resolves operational issues as well as customer service issues
• Will be provided company uniforms and must adhere to uniform policy
• Participates on operational conference calls, station audits and prepares various reports
• Maintains records such as time and attendance, personnel files and performance
• Supervisors perform Station Agent work, as required. Station Agents have combined duties within ramp service and customer service operations.
• Create a positive start to a passenger's trip by being the first to greet the passenger and providing a seamless check-in and ticketing experience
• Use appropriate reservation/ticketing software to rebook itineraries, issue boarding passes, and calculate and collect any appropriate fees
• Inform passengers through all aspects of their experience with American Airlines by communicating appropriate information about their trips and belongings
• Guide and direct incoming and outgoing aircraft on the taxiway to ensure that they are entering or leaving their gate safely and on-time
• Load, unload, sort, and appropriately transfer passenger baggage, cargo/freight, and company materials
• Some of these items can weigh up to 75 lbs. Drive ground equipment such as tugs to help the plane push in/out of the gate, belt loaders to help load baggage, and bag carts to deliver baggage to the claim area or the connecting flight
• Collaborate with the internal team to ensure a safe and on-time departure
• May clean the interior of the aircraft, clean and service aircraft lavatories, and/or work in the Baggage Service Office to track the location of baggage

Qualifications

Who are we looking for?

Requirements include:

• Minimum Age: 18
• High school diploma or GED equivalent
• Possess a valid, unexpired and unsuspended state driver's license; some license restrictions may prohibit a candidate from being considered for this role.
• Must be able to carry, bend, lift and turn with bags weighing up to 75 lbs.
• Ability to work rotating shifts including nights, holidays, weekends, days off, and be able to report to work on a regular and timely basis
• Requires flexibility to work additional hours beyond the regular shift, on short notice, and as needed due to operational necessity
• Must be able to perform all duties in various weather conditions and time constraints
• Ability to read, write, fluently speak and understand the English language
• Possess the legal right to work in the United States

Position Preferences:

• A minimum of one year of customer service experience
• Some locations may desire previous airline experience including working knowledge of an airline's ticketing system and/or ramp operations

Additional Details:

• Tattoos, body piercings and/or tongue rings may not be visible while in company issued uniform at any time; tattoos cannot be covered with adhesive bandages or by other methods to render them not visible
• Candidates must fulfill a fingerprint based criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Candidates must be able to secure appropriate airport authority and/or US Customs security badges, in addition to clearing other airport related requirements, if applicable
• In locations handling US mail, must be able to pass a US Postal Service background check
• This position may be subject to the Department of Transportation (DOT). Federal law requires Envoy to determine a candidate's history with the DOT drug and/or alcohol violation(s) or refusal(s) to test before hiring him/her into a safety-sensitive position

Envoy Air is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled.