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Supervisor, Customer Services
Supervisor, Customer ServicesEnvoy Air • Buffalo, NY, US
Supervisor, Customer Services

Supervisor, Customer Services

Envoy Air • Buffalo, NY, US
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Job Title

Join a team committed to providing outstanding service at Envoy Air, where you will be stimulated, challenged, and have the opportunity to develop your career.

We offer :

  • Amazing employee flight privileges within the American Airlines global network
  • Training and development programs to take your career to the next level
  • Comprehensive health and life benefits (subject to location)
  • Salary - $40,578.72

Responsibilities

Responsibilities include :

  • Coordinate the day-to-day station operations by leading and organizing the activities of Agents / Clerks to ensure a safe working environment and on-time dependability.
  • Ensure adequate operational coverage; responsible for scheduling and manpower utilization
  • Maintain a safe, dependable and consistent operation
  • Conduct Agent observations
  • Schedule and administer local training including new hire training
  • Investigates and resolves operational issues as well as customer service issues
  • Will be provided company uniforms and must adhere to uniform policy
  • Participates on operational conference calls, station audits and prepares various reports
  • Maintains records such as time and attendance, personnel files and performance
  • Supervisors perform Station Agent work, as required. Station Agents have combined duties within ramp service and customer service operations.
  • Create a positive start to a passenger's trip by being the first to greet the passenger and providing a seamless check-in and ticketing experience
  • Use appropriate reservation / ticketing software to rebook itineraries, issue boarding passes, and calculate and collect any appropriate fees
  • Inform passengers through all aspects of their experience with American Airlines by communicating appropriate information about their trips and belongings
  • Guide and direct incoming and outgoing aircraft on the taxiway to ensure that they are entering or leaving their gate safely and on-time
  • Load, unload, sort, and appropriately transfer passenger baggage, cargo / freight, and company materials
  • Some of these items can weigh up to 75 lbs. Drive ground equipment such as tugs to help the plane push in / out of the gate, belt loaders to help load baggage, and bag carts to deliver baggage to the claim area or the connecting flight
  • Collaborate with the internal team to ensure a safe and on-time departure
  • May clean the interior of the aircraft, clean and service aircraft lavatories, and / or work in the Baggage Service Office to track the location of baggage

    • For a more visual insight of what the Agent position entails, check out our "Behind the Scenes at Envoy" clip : Agent Video

    Qualifications

    Requirements include :

    In this role, Supervisors must be able to perform all duties under sometimes stressful conditions beyond the employee's control while attempting to influence a favorable impression of American Airlines. Supervisors must be self-motivated and safety conscious. Supervisors must be comfortable organizing work groups and handling multiple priorities in a fast-paced environment. The ability to demonstrate qualities of leadership, initiative, and judgment are essential.

  • Minimum Age : 18
  • High school diploma or GED equivalent
  • Possess a valid, unexpired and unsuspended state driver's license; some license restrictions may prohibit a candidate from being considered for this role.
  • Must be able to carry, bend, lift and turn with bags weighing up to 75 lbs.
  • Ability to work rotating shifts including nights, holidays, weekends, days off, and be able to report to work on a regular and timely basis
  • Requires flexibility to work additional hours beyond the regular shift, on short notice, and as needed due to operational necessity
  • Must be able to perform all duties in various weather conditions and time constraints
  • Ability to read, write, fluently speak and understand the English language
  • Possess the legal right to work in the United States

    • Position Preferences :

  • A minimum of one year of customer service experience
  • Some locations may desire previous airline experience including working knowledge of an airline's ticketing system and / or ramp operations

    • Additional Details :

  • Tattoos, body piercings and / or tongue rings may not be visible while in company issued uniform at any time; tattoos cannot be covered with adhesive bandages or by other methods to render them not visible
  • Candidates must fulfill a fingerprint based criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
  • Candidates must be able to secure appropriate airport authority and / or US Customs security badges, in addition to clearing other airport related requirements, if applicable
  • In locations handling US mail, must be able to pass a US Postal Service background check
  • This position may be subject to the Department of Transportation (DOT). Federal law requires Envoy to determine a candidate's history with the DOT drug and / or alcohol violation(s) or refusal(s) to test before hiring him / her into a safety-sensitive position

    • Envoy Air is an Equal Opportunity Employer Minorities / Women / Veterans / Disabled.

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    Customer Service Supervisor • Buffalo, NY, US

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