Supervisor, Customer Services

American Airlines Group - Midland, TX

Full-time - Entry Level

Midland, TX

Air Transportation

About the position

Overview: Who we are: Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career? If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service. We offer amazing employee flight privileges within the American Airlines global network, training and development programs to take your career to the next level, and comprehensive health and life benefits (subject to location). Responsibilities: How will you make an impact? As a Supervisor, you will 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. You will ensure adequate operational coverage and be responsible for scheduling and manpower utilization. Maintaining a safe, dependable, and consistent operation is crucial. You will conduct Agent observations, schedule and administer local training including new hire training, and investigate and resolve operational issues as well as customer service issues. Supervisors will also participate in operational conference calls, station audits, and prepare various reports. You will maintain records such as time and attendance, personnel files, and performance. Additionally, Supervisors perform Station Agent work as required, which includes combined duties within ramp service and customer service operations. You will 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. Using appropriate reservation/ticketing software, you will rebook itineraries, issue boarding passes, and calculate and collect any appropriate fees. Informing passengers through all aspects of their experience with American Airlines by communicating appropriate information about their trips and belongings is essential. You will guide and direct incoming and outgoing aircraft on the taxiway to ensure that they are entering or leaving their gate safely and on-time. Loading, unloading, sorting, and appropriately transferring passenger baggage, cargo/freight, and company materials will also be part of your responsibilities. Some of these items can weigh up to 75 lbs. You will 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. Collaborating with the internal team to ensure a safe and on-time departure is key. You may also 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.

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, which includes combined duties within ramp service and customer service operations.
• Create a positive start to a passenger's trip by greeting 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 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, belt loaders, and bag carts.
• Collaborate with the internal team to ensure a safe and on-time departure.
• May clean the interior of the aircraft and service aircraft lavatories.

Requirements

• Minimum Age: 18
• High school diploma or GED equivalent
• Must possess a valid state driver's license; some license restrictions may prohibit a candidate from being eligible for this position
• 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

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