Supervisor, Customer Services

American Airlines Group - College Station, TX

Full-time - Entry Level

College Station, TX

Air Transportation

About the position

As a Supervisor in Customer Services at Envoy Air, you will play a crucial role in coordinating the day-to-day operations at the College Station Easterwood Airport. This position is designed for individuals who thrive in a fast-paced environment and are committed to providing outstanding service to passengers. You will lead and organize the activities of Agents and Clerks, ensuring a safe working environment and on-time dependability. Your responsibilities will include scheduling and manpower utilization to maintain adequate operational coverage, conducting observations of Agents, and administering local training, including new hire training. You will also be responsible for investigating and resolving operational and customer service issues, participating in operational conference calls, conducting station audits, and preparing various reports. In addition to supervisory duties, you will also perform Station Agent work as required, which includes combined duties within ramp service and customer service operations. You will be the first point of contact for passengers, creating a positive start to their trip by greeting them and providing a seamless check-in and ticketing experience. Your role will involve using reservation and ticketing software to rebook itineraries, issue boarding passes, and collect any appropriate fees. You will guide and direct incoming and outgoing aircraft on the taxiway, ensuring safety and timeliness. Furthermore, you will be responsible for loading, unloading, sorting, and transferring passenger baggage and cargo, which may involve lifting items weighing up to 75 lbs. You will also collaborate with the internal team to ensure safe and on-time departures, and may be required to clean the interior of the aircraft and service aircraft lavatories.

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.
• Schedule and administer local training including new hire training.
• Investigate and resolve operational issues as well as customer service issues.
• Participate on 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.
• 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 safety and timeliness.
• 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.
• Collaborate with the internal team to ensure a safe and on-time departure.

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
• 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

• 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)