Passenger Services Allocator

Envoy Air • Chicago, IL

1d

About The Position

The Passenger Services Allocator provides internal customer service to more than 100 agents and leads while supporting the daily operation of Above the Wing workgroups. The position directly affects the Customer Care Department's operational performance by coordinating flight assignments, staffing coverage, and related workforce tasks.

Requirements

• Be at least 18 years old.
• Have a high school diploma or GED equivalent.
• Possess a valid, unexpired, and unsuspended REAL ID-compliant state driver's license, or otherwise maintain the authority and identification necessary for business travel; some license restrictions may prohibit consideration.
• Have the legal right to work in the United States.
• Be able to read, write, speak fluently, and understand English; Spanish is preferred in Caribbean bases.
• Know the CWA agreement and local overtime policy.
• Be familiar with attendance coding and CS policy.
• Know Microsoft Excel and Outlook.
• Demonstrate above-average leadership, initiative, and judgment.
• Be able to work in variable weather and environmental conditions.
• Be able to lift bags weighing up to 75 pounds.
• Be able to work rotating shifts, including weekends, holidays, and days off.
• Be able to perform duties under sometimes stressful conditions beyond the employee's control while working to influence a favorable impression of American Eagle, American Airlines, or other contracted airline services provided by Envoy.
• Be able to work with minimal supervision, report regularly and on time, and be self-motivated.

Nice To Haves

• College degree.
• Previous customer service experience.
• Spanish language skills in Caribbean bases.

Responsibilities

• Assign each arrival and departure flight to operational agents and coordinate their lunches as part of Dynamic Manning tasks.
• Provide operational updates about changes in assignments and tasks that agents have not acknowledged on time.
• Ensure adequate operational coverage and regularly manage scheduling and manpower utilization.
• Process and award overtime requests in Roster Apps according to the local overtime policy, CWA contract, and operational needs.
• Code absences and generate staffing reports for Leadership.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED