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Supervisor, Customer Services ID-9224

About the position

The Supervisor position at Envoy Air involves coordinating day-to-day station operations, leading a team of Agents and Clerks to ensure safety and on-time performance. This role is crucial for maintaining operational coverage, conducting training, resolving issues, and providing excellent customer service. Supervisors will also perform various tasks related to ramp service and customer service operations, ensuring a positive experience for passengers.

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Responsibilities

  • Coordinate the day-to-day station operations by leading and organizing the activities of Agents/Clerks.
  • Ensure adequate operational coverage; responsible for scheduling and manpower utilization.
  • Maintain a safe, dependable, and consistent operation.
  • Conduct Agent observations and administer local training including new hire training.
  • Investigate and resolve operational and customer service issues.
  • Participate in operational conference calls, station audits, and prepare various reports.
  • Maintain records such as time and attendance, personnel files, and performance.
  • Perform Station Agent work as required, including ramp service and customer service operations.
  • Greet passengers and provide a seamless check-in and ticketing experience.
  • Use reservation/ticketing software to rebook itineraries and issue boarding passes.
  • Communicate appropriate information to passengers about their trips and belongings.
  • Guide and direct incoming and outgoing aircraft on the taxiway.
  • Load, unload, sort, and transfer passenger baggage and cargo.
  • Drive ground equipment such as tugs and belt loaders.
  • Collaborate with the internal team to ensure safe and on-time departures.
  • Clean the interior of the aircraft and service aircraft lavatories.

Requirements

  • Minimum Age: 18
  • High school diploma or GED equivalent
  • Must possess a valid state driver's license
  • Ability to carry, bend, lift, and turn with bags weighing up to 75 lbs.
  • Ability to work rotating shifts including nights, holidays, and weekends
  • Requires flexibility to work additional hours on short notice
  • Ability to perform duties in various weather conditions
  • Fluent in English, both written and spoken
  • Possess the legal right to work in the United States

Nice-to-haves

  • A minimum of one year of customer service experience
  • Previous airline experience including knowledge of ticketing systems and ramp operations

Benefits

  • Employee flight privileges within the American Airlines global network
  • Training and development programs
  • Comprehensive health and life benefits (subject to location)
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