Supervisor, Customer Services

$41,714 - $41,714/Yr

American Airlines Group - Carlsbad, CA

Full-time - Mid Level

Carlsbad, CA

Air Transportation

About the position

The Supervisor of Customer Services at Envoy Air is responsible for overseeing the daily operations of the station, ensuring a safe and efficient working environment while providing exceptional customer service. This role involves leading a team of Agents/Clerks, managing scheduling and manpower, conducting training, and resolving operational and customer service issues. The Supervisor plays a crucial role in creating a positive experience for passengers and ensuring on-time performance.

Responsibilities

• Coordinate the day-to-day station operations by leading and organizing the activities of Agents/Clerks.
• Ensure adequate operational coverage; responsible for scheduling and manpower utilization.
• Maintain a safe, dependable, and consistent operation.
• Conduct Agent observations and administer local training including new hire training.
• Investigate and resolve operational and customer service issues.
• Participate in operational conference calls, station audits, and prepare various reports.
• Maintain records such as time and attendance, personnel files, and performance.
• Perform Station Agent work as required, including ramp service and customer service operations.
• Greet passengers and provide a seamless check-in and ticketing experience.
• Use reservation/ticketing software to rebook itineraries and issue boarding passes.
• Inform passengers about their trips and belongings throughout their experience.
• Guide and direct incoming and outgoing aircraft on the taxiway.
• Load, unload, sort, and transfer passenger baggage and cargo.
• Drive ground equipment such as tugs and belt loaders.
• Collaborate with the internal team to ensure safe and on-time departures.
• Clean the interior of the aircraft and service aircraft lavatories.

Requirements

• Minimum Age: 18
• High school diploma or GED equivalent
• Valid state driver's license
• Ability to carry, bend, lift, and turn with bags weighing up to 75 lbs.
• Ability to work rotating shifts including nights, holidays, and weekends.
• Flexibility to work additional hours beyond the regular shift on short notice.
• Ability to perform duties in various weather conditions and time constraints.
• Fluency in reading, writing, and speaking English.
• Possess the legal right to work in the United States.

Nice-to-haves

• A minimum of one year of customer service experience.
• Previous airline experience including knowledge of an airline's ticketing system and/or ramp operations.

Benefits

• Life insurance
• Comprehensive health benefits
• Employee flight privileges within the American Airlines global network
• Training and development programs