Lead Airport Agent - Customer Service

Envoy Air•Los Angeles, CA

9d•Onsite

About The Position

Envoy Air is seeking a Lead Airport Agent - Customer Service to provide efficient, friendly service to airline customers and support a safe, dependable, and consistent airport operation. The role promotes and sells air travel, arranges passenger itineraries and reservations, handles ticketing, refunds and baggage, assists passengers traveling between the terminal and aircraft, and completes flight close-out forms. The Lead Airport Agent also conducts agent observations, administers local training, helps schedule staffing and use manpower effectively, tracks supplies and inventory, prepares customer correspondence and reports, investigates discrepancies, and assists management with administrative duties. The position pays $32.65 per hour plus a $1.75 per hour lead premium. The work may involve exposure to engine fumes, vehicle emissions, dust, and engine noise, as well as frequent standing, typing, stair climbing, baggage handling, operating a mobile jet bridge, and opening and closing aircraft cabin doors.

Requirements

At least 18 years of age.
High school diploma, GED, or international equivalent.
Valid, unexpired, and unsuspended REAL ID-compliant state driver's license, or other necessary authority and identification to travel for business needs; some license restrictions may disqualify candidates.
Willing and able to work rotating shifts, including days, nights, overnights, holidays, and weekends, with rotating days off.
Flexible to work additional hours with short notice when operationally necessary.
Able to carry, bend, lift, and turn while handling bags and other items weighing up to 75 pounds.
Customer-focused, detail-oriented, and interested in the airline industry.
Comfortable working with computers and able to learn new computer programs.
Able to read, write, speak fluently, and understand English.
Legal right to work in the United States.
Able to communicate verbally and in writing.
Strong organizational, interpersonal, negotiation, and leadership skills are preferred.
Above-average attendance is preferred.

Nice To Haves

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

Responsibilities

Provide efficient, friendly service to customers.
Promote and sell air travel with American Eagle, American Airlines, and/or contracted carriers.
Arrange passenger itineraries, compute fares, issue refunds and tickets, check baggage, and collect excess baggage charges.
Escort passengers between the terminal and aircraft while ensuring a safe path.
Arrange accommodations for passengers, reservations, stand-bys, 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; assist with scheduling and manpower utilization; and maintain a safe, dependable, consistent operation.
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.
Check baggage and parcels weighing up to 75 pounds.
Meet arriving aircraft and operate a mobile mechanical jet bridge, using depth perception and peripheral vision to position it safely.
Open and close aircraft cabin doors without assistance.