Manager, Station Support

Allegiant•Las Vegas, NV

2d•$80,000 - $100,000

About The Position

The Manager, Station Support directs and coordinates cross-utilized Customer Service and Ground Operations agents, assigning employees to job functions according to operational needs and seniority. The role may cover supervisory absences and vacations and, under supervisory direction, may discipline employees for company-rule violations. It leads and motivates team members, coordinates required training, and completes reports and other assignments requested by leadership. The position combines customer-service, baggage-handling, and aircraft-ramp duties. Customer-facing work includes processing tickets, checking baggage, assigning seats, providing flight and boarding information, handling denied boarding and re-accommodations, issuing appropriate vouchers, assisting customers with special needs, resolving complaints, and helping with itinerary changes. The role also offers ancillary products and maintains a 90% quality-assurance standard. At least one hour per scheduled shift is spent assisting Customer Care by answering passenger calls, with support for Station Lead calls as volume requires. Baggage duties include loading and unloading baggage and co-mail, monitoring baggage carousels, addressing delayed, lost, damaged, or misloaded baggage, arranging delivery of late baggage, and tracking lost articles and mobility or child-travel items. Ramp duties include marshaling aircraft, performing pushbacks and tows, operating heavy motorized equipment, and following safety, security, FAA, company, and airport requirements. Additional trained and qualified duties may be assigned based on business needs. This is a trainee role until the employee successfully completes all practical and written curricula. The position requires flexible availability, including nights, weekends, holidays, and irregular operations. Team members may be required to report to their assigned work location during declared national or state emergencies unless prohibited by government order. The work involves airport and office environments, with physical activity and exposure to weather, noise, temperature and light fluctuations, heights, and confined spaces.

Requirements

High school diploma or GED.
At least one year of customer-service experience.
Authorization to work in the United States as defined by the Immigration Act of 1986.
Must pass a criminal background check.
Effective verbal and written communication skills.
Ability to work efficiently under time constraints.
Availability and willingness to work flexible hours, including nights, weekends, holidays, and long hours during irregular operations.
Must be well-groomed and adhere to the dress code policy.
Must be at least 18 years of age.
Ability to attend and successfully complete required training.
Strong computer skills and ability to use general office equipment.
Ability to use Microsoft Outlook, Excel, and Word.
Accurately type 30 words per minute.
Ability to work in extreme weather conditions.
People-oriented, highly motivated, and able to maintain a positive and friendly attitude.
Ability to read, write, and speak English to follow instructions and interact with customers.
Successful completion of all practical and written curricula is required to exit trainee status.
Ability to stand, sit, talk, hear, see, reach, stoop, kneel, climb, and use hands and fingers to operate tools and equipment.
Ability to lift and/or carry up to 100 pounds and push and/or pull up to 300 pounds in airport-agent duties.
Ability to lift, push, pull, or carry up to 20 pounds in office duties.
Ability to work in confined areas and crawl in and out of small spaces for extended periods, and to wear personal protective gear.
Regular attendance is required.
Must report to the assigned trip or work location during declared national and state emergencies unless prohibited by local, state, or federal order.

Nice To Haves

Knowledge of Allegiant Customer Service and Ground Operations procedures.
Basic computer skills and general knowledge of office equipment.
People-oriented, highly motivated, and positive and friendly attitude.

Responsibilities

Direct and coordinate duties of cross-utilized Customer Service and Ground Operations agents.
Assign employees to job functions based on operational needs and seniority.
Cover supervisory absences and vacations when needed.
Discipline employees under supervisory direction for violations of company rules.
Lead by example, motivate team members, and foster a positive work environment.
Coordinate and ensure completion of new-hire, recurrent, supplemental, and local training.
Complete ad hoc assignments and required reports requested by leadership.
Process tickets, check baggage, monitor carry-on items, and assign seats.
Provide accurate information about flight schedules, boarding procedures, and seating arrangements.
Handle denied boarding situations, solicit volunteers, and re-accommodate customers.
Issue hotel, meal, and taxi vouchers when appropriate.
Assist customers with special needs, including boarding assistance.
Resolve customer complaints and help ensure customer satisfaction.
Assist with itinerary changes, cancellations, and rebookings for air travel, hotels, and ancillary services.
Offer ancillary options, including seats, bags, auto, and hotel, to maximize revenue.
Maintain customer-service standards, including a 90% QA standard, with a friendly and genuine demeanor.
Load and unload baggage and co-mail of various weights and dimensions.
Meet arriving flights at baggage carousels and ensure proper baggage handling.
Monitor carousels for unclaimed baggage and store items in the Baggage Service Office.
Handle delayed, lost, damaged, or misloaded baggage issues and follow up with customers.
Provide consequential expenses and arrange delivery of late-arriving or misloaded baggage.
Track and trace lost articles, loaner wheelchairs, car seats, and strollers.
Assist with lost and found items and explain baggage policies and claims procedures.
Marshal aircraft and perform pushbacks and tows.
Operate heavy motorized equipment, including tugs, tractors, belt loaders, bag carts, push-back tractors, and deicers.
Enforce safety and security measures and monitor sensitive safety zones.
Ensure compliance with FAA, Allegiant Air, and airport regulations.
Report safety hazards and incidents to supervisors and follow company safety rules, including dangerous-goods handling and awareness.
Spend at least one hour per scheduled shift assisting Customer Care by answering and handling incoming passenger calls.
Support the Lead Line by answering Station Lead calls when call volume requires.
Perform additional duties, such as commissary, cleaners, or GSC tasks, after completing the required training and qualifications.