Passenger Services Allocator

Envoy Air Inc.•Chicago, IL

2d•$44,000 - $50,500

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 impacts the Customer Care Department’s operational performance by coordinating flight assignments, staffing coverage, and related workforce updates.

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 necessary authority and identification to travel for business needs; some license restrictions may prohibit consideration.
Have the legal right to work in the United States.
Be able to read, write, fluently speak, and understand English.
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.
Perform job functions in variable weather and environmental conditions.
Lift bags weighing up to 75 pounds.
Work rotating shifts, including weekends, holidays, and days off.
Perform duties under sometimes stressful conditions beyond the employee’s control while attempting to influence a favorable impression of American Eagle, American Airlines, or other contracted airline services provided by Envoy.
Work with minimal supervision, report to work regularly and on time, and be self-motivated.

Nice To Haves

A college degree.
Spanish language skills at Caribbean bases.
Previous customer service experience.

Responsibilities

Assign every arrival and departure flight to operational agents and coordinate their lunches through Dynamic Manning tasks.
Provide operational updates about assignment changes 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 in accordance with the local overtime policy, CWA contract, and operational needs.
Code absences and generate staffing reports for Leadership.