Supervisor, Customer Services

Envoy Air•Jackson, MS

8d•Onsite

About The Position

Envoy Air is hiring a Supervisor, Customer Services to coordinate day-to-day station operations and lead Agents/Clerks in maintaining a safe, dependable, and on-time operation. The supervisor organizes work groups, ensures adequate operational coverage through scheduling and manpower utilization, conducts agent observations, and schedules and administers local training, including new-hire training. The role 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. Supervisors also perform Station Agent duties as needed. Station Agent work combines ramp and customer-service operations, including passenger check-in and ticketing, itinerary rebooking, baggage and cargo handling, aircraft guidance and servicing, and operating ground equipment. The position requires working rotating shifts, including nights, weekends, holidays, and days off, with additional hours possible on short notice. Work may take place in various weather conditions and under time constraints. Supervisors are provided company uniforms and must follow the uniform policy.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Possess a valid, unexpired, and unsuspended REAL ID-compliant state driver's license or passport; some license restrictions may disqualify candidates.
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 regularly and on time.
Flexibility to work additional hours beyond the regular shift on short notice and as needed due to operational necessity.
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.
Able to perform duties under sometimes stressful conditions beyond the employee's control while working to influence 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.
Demonstrated leadership, initiative, and judgment.
Must fulfill a fingerprint-based criminal background check for unescorted airport security-area access, if applicable, and secure required airport authority and/or US Customs security badges and meet other airport requirements, if applicable.
For locations handling US mail, must pass a US Postal Service background check.
May be subject to DOT requirements; Envoy must determine a candidate's history of DOT drug and/or alcohol violations or refusals to test before hiring into a safety-sensitive position.
Tattoos, body piercings, and tongue rings may not be visible in company-issued uniform; tattoos cannot be hidden 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/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 records including time and attendance, personnel files, and performance records.
Perform Station Agent work 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 so they reach or leave their gate safely and on time.
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, on-time departures.
May clean aircraft interiors, clean and service aircraft lavatories, and/or work in the Baggage Service Office to track baggage.
Wear company-provided uniforms and adhere to the uniform policy.