Supervisor, Customer Services

Envoy Air Inc.•Pearl, MS

8d•Onsite

About The Position

The Supervisor, Customer Services coordinates day-to-day station operations, leading and organizing Agents/Clerks to support a safe working environment and dependable, on-time service. The role oversees operational coverage, scheduling, manpower utilization, local training, observations, issue resolution, operational calls and audits, reporting, and employee records. Supervisors also perform Station Agent duties as needed, working across ramp service and customer service operations. Station Agent work includes greeting passengers and supporting 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; handling baggage, cargo, and company materials; operating ground equipment; and collaborating with colleagues to support safe, on-time departures. Duties may also include cleaning aircraft interiors and lavatories or working in the Baggage Service Office. The position requires work in varying weather conditions and time constraints, rotating shifts, and additional hours when operationally necessary.

Requirements

Must be at least 18 years old.
High school diploma or GED equivalent.
Valid, unexpired, and unsuspended REAL ID-compliant state driver's license or passport; some license restrictions may prevent consideration.
Able to carry, bend, lift, and turn with bags weighing up to 75 lbs.
Able to work rotating shifts, including nights, holidays, weekends, and days off, and report to work regularly and on time.
Flexible to work additional hours beyond the regular shift on short notice as operationally necessary.
Able to perform all duties in varying 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.
Able to perform all duties under sometimes stressful conditions beyond the employee's control while seeking to create a favorable impression of American Airlines.
Self-motivated and safety conscious; comfortable organizing work groups and handling multiple priorities in a fast-paced environment.
Demonstrated leadership, initiative, and judgment.
Must meet applicable airport security and background-check requirements, including fingerprint-based criminal background checks for unescorted SIDA access, if applicable.
Must be able to secure appropriate airport authority and/or US Customs security badges and satisfy other airport-related requirements, if applicable.
At locations handling US mail, must be able to pass a US Postal Service background check.
If subject to DOT requirements for a safety-sensitive position, Envoy must determine the candidate’s history of DOT drug or alcohol violations or refusals to test before hiring.

Nice To Haves

At least one year of customer service experience.
Depending on the location, 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/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.
Wear company-provided uniforms and comply with 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 duties as required.
Greet passengers and provide a seamless check-in and ticketing experience.
Use reservation and ticketing software to rebook itineraries, issue boarding passes, and calculate and collect applicable fees.
Communicate appropriate information about passengers’ trips and belongings.
Guide incoming and outgoing aircraft on the taxiway so they enter or leave gates safely and on time.
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, on-time departures.
As needed, clean aircraft interiors and lavatories or work in the Baggage Service Office to track baggage.