Supervisor, Customer Services

Envoy Air•Corpus Christi, TX

11d

About The Position

The Supervisor, Customer Services coordinates daily station operations by leading and organizing Agents and Clerks to support safe operations and on-time dependability. The role oversees operational coverage, scheduling and manpower utilization, agent observations, local training, operational and customer service issue resolution, station audits, conference calls, reporting, and employee records. Supervisors also perform Station Agent duties as required. Station Agent work combines ramp and customer service operations, including passenger check-in and ticketing, itinerary changes, baggage and cargo handling, aircraft guidance, use of ground equipment, and coordination with the team to support safe, timely departures. Some positions may also involve cleaning aircraft interiors and lavatories or working in the Baggage Service Office. The role requires leadership, sound judgment, safety awareness, flexibility, and the ability to handle multiple priorities under stressful conditions. Work may involve rotating shifts, nights, weekends, holidays, 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 state driver’s license; some restrictions may prevent 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 punctually.
Flexibility to work additional hours beyond the regular shift on short notice when operationally necessary.
Ability to perform 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 duties under stressful conditions while maintaining 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.

Nice To Haves

At least one year of customer service experience.
At some locations, 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 support 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.
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, including passenger check-in, ticketing, rebooking, issuing boarding passes, and collecting applicable fees.
Communicate trip and baggage information to passengers and guide incoming and outgoing aircraft on the taxiway.
Load, unload, sort, and transfer baggage, cargo, freight, and company materials.
Operate ground equipment such as tugs, belt loaders, and bag carts.
Collaborate with internal teams to support safe, on-time departures.
May clean aircraft interiors and lavatories and/or work in the Baggage Service Office to track baggage.
Wear company-provided uniforms and comply with the uniform policy.