Supervisor, Customer Services

Envoy Air•Key West, FL

11d

About The Position

The Supervisor, Customer Services coordinates day-to-day station operations by leading and organizing Agents/Clerks to support a safe, dependable, consistent operation and on-time performance. The role includes ensuring adequate operational coverage, scheduling and manpower utilization, conducting Agent observations, administering local and new-hire training, and resolving operational and customer service issues. Supervisors participate in operational conference calls and station audits, prepare reports, and maintain time-and-attendance records, personnel files, and performance records. Company uniforms are provided and must be worn in accordance with the uniform policy. Supervisors also perform Station Agent duties as required. Station Agents have combined ramp-service and customer-service responsibilities, including passenger 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; handling passenger baggage, cargo, freight, and company materials; operating ground equipment; and collaborating with the team to support safe, on-time departures. Duties may also include cleaning aircraft interiors and lavatories and working in the Baggage Service Office to track baggage. The position requires working rotating shifts, including nights, holidays, weekends, and days off, as well as additional hours on short notice when operationally necessary. Work may take place in various weather conditions and under time constraints. Supervisors must be able to perform duties under stressful conditions while maintaining a favorable impression of American Airlines.

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 prevent consideration.
Ability to carry, bend, lift, and turn with bags weighing up to 75 lbs.
Ability to work rotating shifts, including nights, holidays, weekends, and days off, and report to work regularly and on time.
Flexibility to work additional hours beyond the regular shift on short notice when operationally necessary.
Ability to perform duties in various weather conditions and under time constraints.
Ability to read, write, speak fluently, and understand English.
Legal right to work in the United States.
Ability to perform duties under sometimes stressful conditions beyond the employee's control while working to influence a favorable impression of American Airlines.
Self-motivation and safety consciousness.
Comfort organizing work groups and handling multiple priorities in a fast-paced environment.
Leadership, initiative, and judgment.
Candidates must fulfill a fingerprint-based criminal background check for unescorted airport SIDA access, if applicable.
Candidates must be able to secure appropriate airport authority and/or U.S. Customs security badges and meet other airport-related requirements, if applicable.
For locations handling U.S. mail, ability to pass a U.S. Postal Service background check.
The position may be DOT-regulated; candidates for safety-sensitive positions are subject to a review of DOT drug and/or alcohol violations or refusals to test before hiring.

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/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 in accordance with 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 duties 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 applicable fees.
Communicate appropriate information to passengers about their trips and belongings.
Guide incoming and outgoing aircraft on the taxiway to support safe, on-time movement to and from gates.
Load, unload, sort, and transfer passenger baggage, cargo/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 and/or work in the Baggage Service Office to track baggage.