Supervisor, Airport Services

Envoy Air Inc.•Chicago, IL

9d•$58,000 - $73,000

About The Position

The Supervisor, Airport Services coordinates day-to-day station operations by leading and organizing Agents and Clerks to support a safe, dependable, consistent, and on-time operation. The role includes ensuring operational coverage, scheduling and manpower utilization, conducting Agent observations, arranging and administering local and new-hire training, investigating and resolving operational and customer-service issues, and maintaining station records such as time and attendance, personnel files, and performance records. Supervisors participate in operational conference calls and station audits, prepare reports, and must follow the company uniform policy. They also perform Station Agent duties as required. Station Agent work combines ramp-service and customer-service operations. Duties can include greeting passengers and providing check-in and ticketing assistance; using reservation and ticketing software to rebook itineraries, issue boarding passes, and collect applicable fees; communicating trip and baggage information; guiding aircraft on taxiways; and loading, unloading, sorting, and transferring baggage, cargo, freight, and company materials. Agents operate ground equipment such as tugs, belt loaders, and bag carts, and collaborate with the team to support safe, on-time departures. Depending on operational needs, work may also include cleaning aircraft interiors and lavatories or assisting in the Baggage Service Office with baggage tracking. The position requires working rotating shifts, including nights, weekends, and holidays, and may require additional hours on short notice. Duties may be performed in varying weather conditions and under time constraints. The role involves lifting and handling bags weighing up to 75 pounds and may be subject to airport security, background-check, and Department of Transportation requirements.

Requirements

At least 18 years old.
High school diploma or GED equivalent.
Valid state driver’s license; some license restrictions may make a candidate ineligible.
Ability to carry, bend, lift, and turn with bags weighing up to 75 pounds.
Ability to work rotating shifts, including nights, holidays, weekends, and days off, and report regularly and on time.
Ability to work additional hours beyond the regular shift on short notice when operationally necessary.
Ability to perform duties in various weather conditions and under time constraints.
Ability to read, write, speak fluently, and understand English.
Legal right to work in the United States.
Ability to perform duties under sometimes stressful conditions while working to create a favorable impression of American Airlines.
Self-motivation and safety-consciousness.
Comfort organizing work groups and managing multiple priorities in a fast-paced environment.
Leadership, initiative, and judgment.
Ability to meet applicable airport security and background-check requirements, including fingerprint-based criminal background screening for unescorted SIDA access when applicable, and airport authority or US Customs badge requirements when applicable.
For locations handling US mail, ability to pass a US Postal Service background check.
If subject to DOT requirements, the candidate’s history of DOT drug or alcohol violations or refusals to test will be reviewed before hiring into a safety-sensitive position.
Tattoos, body piercings, and tongue rings may not be visible while wearing the company-issued uniform; tattoos may not be concealed with adhesive bandages or other methods.

Nice To Haves

At least one year of customer-service experience.
At some locations, previous airline experience, including working knowledge of an airline ticketing system and/or ramp operations.

Responsibilities

Coordinate day-to-day station operations by leading and organizing Agents and Clerks.
Ensure adequate operational coverage and manage scheduling and manpower utilization.
Maintain a safe, dependable, consistent, and on-time operation.
Conduct Agent observations.
Schedule and administer local training, including new-hire training.
Investigate and resolve operational and customer-service issues.
Participate in operational conference calls and station audits, and prepare reports.
Maintain time and attendance records, personnel files, and performance records.
Wear company-provided uniforms and adhere to the uniform policy.
Perform Station Agent duties as required.
Greet passengers and provide check-in and ticketing assistance.
Use reservation and ticketing software to rebook itineraries, issue boarding passes, and calculate and collect applicable fees.
Communicate appropriate information to passengers about their trips and belongings.
Guide incoming and outgoing aircraft on the taxiway to support safe, on-time gate movements.
Load, unload, sort, and transfer passenger baggage, cargo, freight, and company materials.
Operate ground equipment, including tugs, belt loaders, and bag carts.
Collaborate with the internal team to support safe and on-time departures.
As needed, clean aircraft interiors and lavatories or work in the Baggage Service Office to track baggage.