Supervisor, Customer Services

Envoy Air Inc.•Green Bay, WI

2d•Onsite

About The Position

The Supervisor, Customer Services coordinates day-to-day station operations by leading and organizing Agents and Clerks to support safe, dependable, consistent, and on-time operations. The role oversees staffing coverage, scheduling, manpower utilization, training, operational and customer-service issue resolution, station audits, reporting, and personnel records. Supervisors also perform Station Agent duties as needed. Station Agents work across ramp service and customer service operations, assisting passengers with check-in, ticketing, itinerary changes, and travel information, as well as guiding aircraft, handling baggage and cargo, and supporting safe departures. Duties may include aircraft interior cleaning, lavatory servicing, and baggage tracing. The work may involve stressful conditions, multiple competing priorities, rotating shifts, additional hours when operationally necessary, and work in varied weather conditions. The position requires carrying and handling bags weighing up to 75 pounds. Supervisors are provided company uniforms and must follow the uniform policy.

Requirements

Must be at least 18 years old.
High school diploma or GED equivalent.
Must possess a valid state driver's license; some license restrictions may affect eligibility.
Must possess a valid, unexpired, unsuspended REAL ID-compliant state driver's license or passport; some license restrictions may affect consideration.
Able to carry, bend, lift, and turn while handling bags weighing up to 75 pounds.
Able to work rotating shifts, including nights, holidays, weekends, and days off, and report regularly and on time.
Able to work additional hours beyond the regular shift on short notice when operationally necessary.
Able to perform duties in varied weather conditions and time constraints.
Able to read, write, speak fluently, and understand English.
Must have the legal right to work in the United States.
Must be self-motivated and safety-conscious, and able to organize work groups and manage multiple priorities in a fast-paced environment.
Must demonstrate leadership, initiative, and judgment.
Must fulfill a fingerprint-based criminal background check for unescorted airport security area access, if applicable.
Must be able to obtain applicable airport authority and/or U.S. Customs security badges and satisfy other airport-related requirements.
At locations handling U.S. mail, must be able to pass a U.S. Postal Service background check.
May be subject to Department of Transportation requirements; Envoy must determine a candidate's history of DOT drug and/or alcohol violations or refusals to test 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.
Some locations may prefer prior 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 to maintain a safe working environment and on-time dependability.
Ensure adequate operational coverage and oversee 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.
Wear company-provided uniforms and adhere to the uniform policy.
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 relevant trip and baggage information to passengers.
Guide incoming and outgoing aircraft on taxiways to help them enter or leave gates safely and on time.
Load, unload, sort, and transfer passenger baggage, cargo or freight, and company materials.
Operate ground equipment, including tugs, belt loaders, and bag carts.
Collaborate with the internal team to support safe, on-time departures.
As needed, clean aircraft interiors, clean and service aircraft lavatories, and/or track baggage in the Baggage Service Office.