Supervisor, Customer Services

Envoy Air•Shreveport, LA

2d•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, and on-time operation. The role ensures operational coverage through scheduling and manpower utilization, observes Agents, administers local and new-hire training, resolves operational and customer service issues, and maintains personnel, time and attendance, and performance records. Supervisors also participate in operational conference calls and station audits, prepare reports, and follow the company uniform policy. Supervisors also perform Station Agent duties as required. Station Agents handle combined ramp and customer service work, including greeting passengers, providing check-in and ticketing assistance, rebooking itineraries, issuing boarding passes, collecting applicable fees, and communicating trip information. Ramp duties include guiding aircraft on taxiways, loading and transferring baggage and cargo, operating ground equipment, and collaborating with the team to support safe, on-time departures. The role may also involve cleaning aircraft interiors and lavatories or assisting in the Baggage Service Office. The position requires handling bags weighing up to 75 pounds, working rotating shifts that may include nights, weekends, and holidays, and working additional hours on short notice when operationally necessary. Duties may be performed in various weather conditions and under time constraints. Candidates must meet applicable airport security and background-check requirements.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Possess a valid, unexpired, unsuspended REAL ID-compliant state driver's license, or otherwise maintain necessary authority and identification for business travel; some license 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 to work regularly and on time.
Able to work additional hours beyond the regular shift on short notice as operationally needed.
Able to perform duties in various weather conditions and time constraints.
Able to read, write, speak fluently, and understand English.
Have the legal right to work in the United States.
Able to work under sometimes stressful conditions while maintaining a favorable impression of American Airlines.
Self-motivated and safety conscious, and comfortable organizing work groups and handling multiple priorities in a fast-paced environment.
Demonstrate leadership, initiative, and judgment.
Meet applicable airport authority and security badge requirements; additional background checks may apply depending on location and duties.

Nice To Haves

At least one year of customer service experience.
Previous airline experience, including working knowledge of an airline ticketing system and/or ramp operations, may be desired at some locations.

Responsibilities

Coordinate day-to-day station operations by leading and organizing Agents and Clerks to maintain a safe and on-time operation.
Ensure adequate operational coverage through 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 records such as time and attendance, 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.
Guide and direct incoming and outgoing aircraft on the taxiway.
Load, unload, sort, and transfer passenger baggage, cargo/freight, and company materials.
Drive 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 or work in the Baggage Service Office to track baggage.