Supervisor, Customer Services

Envoy Air•Chattanooga, TN

11h•Onsite

About The Position

The Supervisor, Customer Services coordinates day-to-day station operations by leading and organizing Agents and Clerks to support a safe, dependable operation and on-time performance. The role includes scheduling and manpower utilization, ensuring adequate operational coverage, observing Agents, and arranging and administering local and new-hire training. Supervisors investigate and resolve operational and customer-service issues, participate in operational conference calls and station audits, prepare reports, and maintain time-and-attendance records, personnel files, and performance records. Supervisors may also perform Station Agent duties as needed. Station Agent duties combine ramp-service and customer-service work. These duties include greeting passengers and providing check-in and ticketing assistance; using reservation and ticketing software to rebook itineraries, issue boarding passes, and calculate and collect fees; and sharing relevant trip and baggage information. The work also includes guiding aircraft on taxiways, loading and transferring baggage, cargo, freight, and company materials, and operating ground equipment such as tugs, belt loaders, and bag carts. Other duties may include cleaning aircraft interiors and lavatories or working in the Baggage Service Office to locate baggage. The role requires working in a fast-paced environment and handling multiple priorities, sometimes under stressful conditions and in varying weather conditions and time constraints. Supervisors must be able to work rotating shifts, including nights, weekends, and holidays, and may need to work additional hours on short notice. Company uniforms are provided and must be worn in accordance with the uniform policy.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Valid, unexpired, and unsuspended state driver’s license; some restrictions may disqualify candidates.
Able to carry, bend, lift, and turn with 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 varying weather conditions and time constraints.
Able to read, write, speak fluently, and understand English.
Legally authorized to work in the United States.
Self-motivated and safety-conscious, and able to organize work groups and handle multiple priorities in a fast-paced environment.
Demonstrated leadership, initiative, and judgment.
Able to perform duties under sometimes stressful conditions beyond the employee’s control while working to create a favorable impression of American Airlines.
Candidates must fulfill a fingerprint-based criminal background check for unescorted SIDA access, if applicable.
Candidates must be able to obtain applicable airport authority and/or US Customs security badges and meet other airport-related requirements, if applicable.
For locations handling US mail, candidates must be able to pass a US Postal Service background check.
The position may be subject to DOT requirements; Envoy must determine a candidate’s history of DOT drug 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.
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 to support safety 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 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 information about passengers’ trips and belongings.
Guide incoming and outgoing aircraft on the taxiway to help ensure safe, on-time gate movements.
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 and lavatories or work in the Baggage Service Office to track baggage.