Lead Airport Agent - Customer Service

Envoy Air Inc.•New York, NY

1d•Onsite

About The Position

The Lead Airport Agent - Customer Service provides efficient, friendly service to airline customers and promotes and sells air travel with American Eagle, American Airlines, and/or contracted carriers. The role arranges passenger travel and accommodations, including preparing itineraries, computing fares, issuing tickets and refunds, checking baggage, and collecting excess baggage charges. It also supports passenger boarding and aircraft operations, including escorting passengers between the terminal and aircraft and arranging reservations, standby travel, luggage, cabin availability, and in-flight supplies. The Lead Airport Agent determines flight close-out times, prepares and verifies flight forms, conducts agent observations, and coordinates associate activities. The role administers local training programs and is responsible for scheduling, manpower utilization, and maintaining a safe, dependable, consistent operation. Additional duties include maintaining supplies and inventory logs, preparing customer correspondence, investigating discrepancies, compiling statistical data, and assisting management with administrative duties or representing the company when assigned. The work may involve exposure to engine fumes, vehicle emissions, dust, and engine noise. Physical duties include standing, typing, climbing stairs, handling baggage weighing up to 75 pounds, operating a mobile mechanical jet bridge, and opening and closing aircraft cabin doors.

Requirements

Be at least 18 years old.
Have a high school diploma, GED, or international equivalent.
Possess a valid, unexpired, and unsuspended state driver's license; some restrictions may prevent consideration.
Be willing and able to work rotating shifts, including days, nights, overnights, holidays, weekends, and rotating days off.
Be flexible to work additional hours on short notice when operationally necessary.
Be able to carry, bend, lift, and turn with bags and other items weighing up to 75 pounds.
Be customer-focused, detail-oriented, and interested in the airline industry.
Be comfortable working with computers and able to learn new computer programs.
Be able to read, write, speak fluently, and understand English.
Possess the legal right to work in the United States.
Demonstrate verbal and written communication ability.

Nice To Haves

Strong organizational, interpersonal, negotiation, and leadership skills.
Above-average attendance.
Ability to read, write, speak fluently, and understand Spanish (preferred in some locations).
One year of customer service experience.
Prior training and/or curriculum development experience.
Experience using Word and Excel.

Responsibilities

Provide efficient, friendly service to customers.
Promote and sell air travel with American Eagle, American Airlines, and/or contracted carriers.
Arrange passenger travel, including preparing itineraries, computing fares, issuing refunds and tickets, checking baggage, and collecting excess baggage charges.
Escort passengers between the terminal and aircraft while ensuring a safe path.
Arrange passenger reservations, standby travel, luggage, cabin availability, and in-flight supplies.
Determine flight close-out time and prepare, complete, and check flight forms for accuracy.
Conduct agent observations and associate activities.
Administer local training programs and manage scheduling, manpower utilization, and operational consistency and safety.
Maintain supplies and inventory control logs.
Prepare customer correspondence, investigate discrepancies, and compile statistical data for reports.
Assist management with administrative duties and act as a company representative when assigned.
Meet arriving aircraft and operate and position the mobile mechanical jet bridge.
Open and close aircraft cabin doors.