Supervisor, Customer Services

Envoy Air Inc.•Key West, FL

13d•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, consistent, and on-time operation. The role ensures adequate operational coverage, schedules and administers local training, conducts Agent observations, investigates operational and customer service issues, participates in operational calls and station audits, prepares reports, and maintains time and attendance, personnel, and performance records. Supervisors may also perform Station Agent duties across ramp and customer service operations. They are provided company uniforms and must follow the uniform policy. Station Agent duties include 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 the taxiway; loading, unloading, sorting, and transferring baggage, cargo, and company materials; and collaborating with the team to support safe, on-time departures. The work may also include operating ground equipment, cleaning aircraft interiors and lavatories, and tracking baggage in the Baggage Service Office. The role requires leadership, initiative, sound judgment, safety awareness, and the ability to organize work groups and manage multiple priorities in a fast-paced environment. Supervisors must be able to perform duties in stressful conditions and in varying weather conditions and time constraints. Rotating shifts, including nights, weekends, and holidays, are required, along with the ability to work additional hours on short notice when operationally necessary. Candidates must meet applicable airport security and background-check requirements.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Valid, unexpired, and unsuspended state driver's license; some license restrictions may affect eligibility.
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.
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.
Legal right to work in the United States.
Self-motivated and safety conscious, with leadership, initiative, and judgment; able to organize work groups and handle multiple priorities in a fast-paced environment.
Able to perform duties in stressful conditions beyond the employee's control.
Must meet applicable fingerprint-based criminal background check and airport security badge requirements; additional airport-related requirements may apply.
For locations handling US mail, must pass a US Postal Service background check.
If subject to DOT rules, must meet the required pre-hire review concerning DOT drug and/or alcohol violations or refusals to test.
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.
Depending on location, 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 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 duties as required, including passenger check-in, ticketing, itinerary rebooking, issuing boarding passes, and collecting applicable fees.
Communicate relevant trip and baggage information to passengers.
Guide incoming and outgoing aircraft on the taxiway.
Load, unload, sort, and transfer passenger baggage, cargo/freight, and company materials.
Operate ground equipment such as 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 and/or track baggage in the Baggage Service Office.
Wear company-provided uniforms and adhere to the uniform policy.