Supervisor, Customer Services

American Airlines Group - Wichita, KS

Full-time - Entry Level

Wichita, KS

Air Transportation

About the position

Overview: Envoy Air Inc. is seeking a dedicated and motivated Supervisor for Customer Services to join our team in Wichita, KS. This position offers a unique opportunity to work for a stable and fast-growing airline, where you will be challenged and stimulated while developing your career. As a Supervisor, you will play a crucial role in ensuring that our station operations run smoothly and efficiently, providing outstanding service to our passengers. You will be responsible for coordinating the day-to-day activities of Agents and Clerks, ensuring a safe working environment, and maintaining on-time dependability. In this role, you will oversee operational coverage, manage scheduling and manpower utilization, and conduct agent observations. You will also be responsible for administering local training, including new hire training, and investigating and resolving operational and customer service issues. Your leadership will be essential in creating a positive experience for passengers, as you will be the first point of contact during their journey. You will utilize reservation and ticketing software to assist passengers with check-in and ticketing, ensuring a seamless experience. Additionally, you will guide and direct aircraft on the taxiway, load and unload baggage, and operate ground equipment. This position requires a commitment to safety and dependability, as well as the ability to work in a fast-paced environment. You will also be expected to maintain records related to time and attendance, personnel files, and performance evaluations. Supervisors may also perform Station Agent work as needed, which includes combined duties within ramp service and customer service operations.

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 issues as well as 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 evaluations.
• Perform Station Agent work as required, including ramp service and customer service operations.
• Create a positive start to a passenger's trip by greeting them 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 about their trips and belongings throughout their experience with American Airlines.
• Guide and direct incoming and outgoing aircraft on the taxiway to ensure safe and timely departures.
• Load, unload, sort, and appropriately transfer passenger baggage, cargo/freight, and company materials.
• Drive ground equipment such as tugs and belt loaders to assist with baggage handling and aircraft operations.

Requirements

• Minimum Age: 18
• High school diploma or GED equivalent
• Must possess a valid state driver's license; some license restrictions may apply.
• 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, and days off.
• 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.

Nice-to-haves

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

Benefits

• Comprehensive health and life benefits (subject to location)
• Amazing employee flight privileges within the American Airlines global network
• Training and development programs to advance your career.