Supervisor, Customer Services

Envoy Air Inc.•Corpus Christi, TX

13d•$42,000 - $46,000

About The Position

The Supervisor, Customer Services coordinates day-to-day station operations by leading and organizing Agents and Clerks to support safe, dependable, and on-time service. The role includes ensuring operational coverage, scheduling and manpower utilization, observing Agents, arranging local and new-hire training, addressing operational and customer-service issues, participating in conference calls and station audits, preparing reports, and maintaining attendance, personnel, and performance records. Supervisors also perform Station Agent duties as needed. Station Agent work combines ramp-service and customer-service responsibilities. These include welcoming passengers and assisting with check-in and ticketing; using reservation and ticketing software to rebook itineraries, issue boarding passes, and collect applicable fees; communicating trip and baggage information; directing aircraft on taxiways; loading, unloading, sorting, and transferring baggage, cargo, and company materials; and operating ground equipment. Duties may also include cleaning aircraft interiors and lavatories and tracking baggage in the Baggage Service Office. The position requires work in varying weather conditions and time constraints, and may involve lifting items weighing up to 75 pounds. Envoy Air offers employee flight privileges within the American Airlines global network, training and development programs, and comprehensive health and life benefits subject to location. The stated pay range is $42,000–$46,000.

Requirements

Minimum age of 18.
High school diploma or GED equivalent.
Valid, unexpired, and unsuspended state driver's license; some restrictions may make a candidate ineligible.
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 to report to work regularly and on time.
Flexibility to work additional hours beyond the regular shift on short notice as operationally necessary.
Ability to perform duties in various weather conditions and time constraints.
Ability to read, write, fluently speak, and understand English.
Legal right to work in the United States.
Ability to perform duties under sometimes stressful conditions while seeking to create a favorable impression of American Airlines.
Self-motivation and safety consciousness.
Comfort organizing work groups and managing multiple priorities in a fast-paced environment.
Leadership, initiative, and judgment.
Candidates must fulfill a fingerprint-based criminal background check for unescorted SIDA access, if applicable.
Candidates must be able to secure appropriate airport authority and/or US Customs security badges and clear other airport-related requirements, if applicable.
At locations handling US mail, candidates must be able to pass a US Postal Service background check.
For safety-sensitive positions subject to DOT rules, candidates must meet the required history review for DOT drug and/or alcohol violations or refusals to test.
Tattoos, body piercings, and tongue rings may not be visible while wearing the company-issued uniform; tattoos cannot 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 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 records including time and attendance, personnel files, and performance records.
Perform Station Agent work as required.
Welcome 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 to passengers about their trips and belongings.
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 and/or track baggage in the Baggage Service Office.
Wear company-provided uniforms and comply with the uniform policy.