Supervisor, Customer Services

Envoy Air•Sioux Falls, SD

2d•Onsite

About The Position

The Supervisor, Customer Services coordinates day-to-day station operations by leading and organizing Agents/Clerks to promote a safe work environment and dependable, on-time service. The role ensures adequate operational coverage, schedules staffing, maintains records, conducts agent observations, administers local and new-hire training, and investigates operational and customer service issues. Supervisors participate in operational calls and station audits, prepare reports, and follow the company uniform policy. They also perform Station Agent duties as required across ramp and customer service operations, including passenger check-in and ticketing, aircraft guidance, baggage and cargo handling, and use of ground equipment. The position requires working in a fast-paced operational environment, under variable weather and time constraints, with rotating shifts and additional hours as needed.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Possess a valid, unexpired, and unsuspended REAL ID-compliant state driver's license, or otherwise maintain the authority and identification needed for business travel; some license restrictions may disqualify candidates.
Ability to carry, bend, lift, and turn with bags weighing up to 75 lbs.
Ability to work rotating shifts, including nights, holidays, weekends, days off, and to report regularly and on time.
Ability to work additional hours beyond the regular shift on short notice as operationally necessary.
Ability to perform all duties in various weather conditions and time constraints.
Ability to read, write, speak fluently, and understand English.
Legal right to work in the United States.
Ability to perform all duties under 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.
Able to lift and handle baggage and other items weighing up to 75 lbs.
Meet applicable airport security and background-check requirements, including fingerprint-based criminal background checks for unescorted SIDA access, if applicable.
Able to secure appropriate airport authority and/or U.S. Customs security badges and clear other airport-related requirements, if applicable.
At locations handling U.S. mail, able to pass a U.S. Postal Service background check.
For this safety-sensitive position, subject to DOT requirements concerning a candidate's history of DOT drug and/or alcohol violations or refusals to test.

Nice To Haves

At least one year of customer service experience.
Some locations may prefer 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/Clerks to ensure 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.
Adhere to the company uniform policy; company uniforms are provided.
Participate in operational conference calls and station audits, and prepare reports.
Maintain records, including time and attendance, personnel files, and performance records.
Perform Station Agent work as required.
Greet passengers and provide check-in and ticketing services.
Use reservation and ticketing software to rebook itineraries, issue boarding passes, and calculate and collect appropriate fees.
Communicate appropriate information to passengers about their trips and belongings.
Guide incoming and outgoing aircraft on the taxiway to help them enter 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, on-time departures.
As needed, clean aircraft interiors and lavatories and/or work in the Baggage Service Office to track baggage.