Supervisor, Customer Services

Envoy Air Inc.•Sioux Falls, SD

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 working environment and dependable, on-time operations. The role oversees operational coverage, scheduling and manpower utilization; maintains a safe and consistent operation; conducts Agent observations; and schedules and administers local training, including new-hire training. The Supervisor investigates and resolves operational and customer-service issues, participates in operational conference calls and station audits, prepares reports, and maintains 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 needed. These combined ramp-service and customer-service duties include greeting passengers and supporting check-in and ticketing; using reservation and ticketing software to rebook itineraries, issue boarding passes, and calculate and collect fees; communicating trip and baggage information; guiding aircraft on the taxiway; handling and transferring baggage, cargo, freight, and company materials; operating ground equipment; and coordinating with the team for safe, on-time departures. Duties may also include cleaning aircraft interiors, servicing aircraft lavatories, and tracking baggage in the Baggage Service Office. Some baggage may weigh up to 75 pounds. The role requires leadership, initiative, judgment, self-motivation, and safety awareness. Supervisors must be able to organize work groups, manage competing priorities in a fast-paced setting, and perform duties under stressful conditions. Work may involve rotating shifts, nights, holidays, weekends, additional hours on short notice, and varied weather conditions.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Valid, unexpired, and unsuspended REAL ID-compliant state driver's license, or otherwise the authority and identification necessary for business travel; some license restrictions may disqualify candidates.
Ability to carry, bend, lift, and turn with bags weighing up to 75 pounds.
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 and as operationally necessary.
Ability to perform all 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 stressful conditions while maintaining a favorable impression of American Airlines.
Self-motivation and safety-consciousness, with the ability to organize work groups and handle multiple priorities in a fast-paced environment.
Leadership, initiative, and sound judgment.
Tattoos, body piercings, and tongue rings must not be visible while wearing the company-issued uniform; tattoos may not be concealed with adhesive bandages or other methods.
Must pass a fingerprint-based criminal background check for unescorted SIDA access, if applicable.
Must be able to obtain required airport authority and/or U.S. Customs security badges and meet other airport requirements, if applicable.
At locations handling U.S. mail, must be able to pass a U.S. Postal Service background check.
If subject to DOT requirements, must satisfy the required review of DOT drug- and alcohol-related violations or refusals to test before hiring into a safety-sensitive position.

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 and lead day-to-day station operations by organizing Agents and Clerks to support safe, dependable, on-time service.
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 and comply 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, including passenger check-in, ticketing, itinerary rebooking, boarding-pass issuance, and fee collection.
Communicate appropriate information to passengers about their trips and belongings.
Guide incoming and outgoing aircraft on the taxiway to support safe and on-time gate operations.
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, clean and service aircraft lavatories, and/or track baggage in the Baggage Service Office.