Supervisor, Airport Services

Envoy Air Inc.•Traverse City, MI

2d•Onsite

About The Position

The Supervisor, Airport Services coordinates day-to-day station operations by leading and organizing Agents and Clerks to support a safe, consistent, and on-time operation. The role is responsible for operational coverage, scheduling and manpower utilization, Agent observations, local training, resolving operational and customer service issues, participating in conference calls and station audits, preparing reports, and maintaining time and attendance records, personnel files, and performance records. Supervisors also perform Station Agent duties as required. Station Agent work combines ramp service and customer service. Duties include greeting passengers and assisting with check-in and ticketing; using reservation and ticketing software to rebook itineraries, issue boarding passes, and collect applicable fees; communicating trip and baggage information; guiding aircraft on taxiways; loading, unloading, sorting, and transferring baggage, cargo, and company materials; and operating ground equipment. The position may also involve aircraft interior and lavatory cleaning or working in the Baggage Service Office. The role requires work in a fast-paced environment, sometimes under stressful conditions, and in varying weather conditions and time constraints. Company uniforms are provided and must be worn according to the uniform policy.

Requirements

Be at least 18 years old.
Have a high school diploma or GED equivalent.
Possess a valid state driver’s license; some restrictions may affect eligibility.
Possess a valid, unexpired, and unsuspended REAL ID-compliant state driver’s license or passport; some license restrictions may affect consideration.
Be able to carry, bend, lift, and turn with bags weighing up to 75 pounds.
Be able to work rotating shifts, including nights, holidays, weekends, and days off, and report regularly and on time.
Be able to work additional hours beyond the regular shift on short notice when operationally necessary.
Be able to perform duties in varying weather conditions and time constraints.
Be able to read, write, speak fluently, and understand English.
Have the legal right to work in the United States.
Be self-motivated and safety conscious, and able to organize work groups and handle multiple priorities in a fast-paced environment.
Demonstrate leadership, initiative, and judgment.
Fulfill fingerprint-based criminal background check requirements for unescorted SIDA access, if applicable.
Be able to obtain applicable airport authority and/or U.S. Customs security badges and meet other airport-related requirements.
At locations handling U.S. mail, be able to pass a U.S. Postal Service background check.
If subject to DOT requirements, satisfy the pre-hire review of DOT drug and/or alcohol violations or refusals to test for this safety-sensitive position.
Ensure tattoos, body piercings, and tongue rings are not visible while wearing the company uniform; tattoos cannot be concealed with adhesive bandages or other methods.

Nice To Haves

At least one year of customer service experience.
Previous airline experience, including working knowledge of an airline ticketing system and/or ramp operations, may be desired at some locations.

Responsibilities

Coordinate day-to-day station operations by leading and organizing Agents and Clerks to promote a safe working environment and on-time dependability.
Ensure adequate operational coverage and manage scheduling and manpower utilization.
Maintain a safe, dependable, and consistent 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.
Perform Station Agent work 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 help them reach or leave gates safely and on time.
Load, unload, sort, and transfer passenger baggage, cargo/freight, and company materials.
Drive ground equipment, including tugs, belt loaders, and bag carts.
Collaborate with the internal team to support safe and on-time departures.
May clean aircraft interiors and lavatories, or work in the Baggage Service Office to track baggage.
Adhere to the company uniform policy.