Supervisor, Customer Services

Envoy Air•Green Bay, WI

18h

About The Position

The Supervisor, Customer Services coordinates day-to-day station operations by leading and organizing Agents and Clerks to support a safe working environment and dependable, on-time operations. The role oversees staffing coverage and manpower utilization, conducts Agent observations, schedules and administers local and new-hire training, investigates and resolves operational and customer service issues, and maintains records such as time and attendance, personnel files, and performance. Supervisors also participate in operational conference calls and station audits, prepare reports, and follow the company uniform policy. Supervisors perform Station Agent duties as required. Station Agent work combines ramp and customer service operations, including greeting passengers, providing check-in and ticketing assistance, rebooking itineraries, issuing boarding passes, collecting applicable fees, and communicating trip information. Duties may also include guiding aircraft on taxiways, handling passenger baggage and cargo, operating ground equipment, coordinating with team members for safe and on-time departures, cleaning aircraft interiors and lavatories, and assisting in the Baggage Service Office. The role may involve handling bags weighing up to 75 pounds and working in varied weather conditions, time constraints, and sometimes stressful situations. Envoy Air describes itself as a regional flight-service and ground-handling company and offers employee flight privileges, training and development programs, and health and life benefits subject to location.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Valid state driver’s license; some restrictions may make a candidate ineligible.
Valid, unexpired, and unsuspended REAL ID-compliant state driver’s license or passport; some license restrictions may preclude consideration.
Ability to carry, bend, lift, and turn with bags weighing up to 75 pounds.
Ability to work rotating shifts, including nights, holidays, weekends, days off, and to report regularly and on time.
Flexibility to work additional hours beyond the regular shift on short notice when operationally necessary.
Ability to perform duties in varying 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 duties under stressful conditions while attempting to maintain a favorable impression of American Airlines.
Self-motivated and safety-conscious, with ability to organize work groups and handle multiple priorities in a fast-paced environment.
Demonstrated leadership, initiative, and judgment.
Candidates must fulfill a fingerprint-based criminal background check for unescorted SIDA access, if applicable, and qualify for applicable airport authority and/or US Customs security badges.
For locations handling US mail, ability to pass a US Postal Service background check.
For this safety-sensitive position, candidates may be subject to DOT requirements, including review of DOT drug and/or alcohol violation or refusal-to-test history.
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

A minimum of 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 and Clerks to ensure safe and dependable, on-time operations.
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.
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 appropriate information about passengers’ trips and belongings.
Guide incoming and outgoing aircraft on the taxiway so they reach 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 and on-time departures.
May clean aircraft interiors and lavatories and/or work in the Baggage Service Office to track baggage.