Supervisor, Customer Services

American Airlines Group - Chattanooga, TN

Full-time - Entry Level

Chattanooga, TN

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 Chattanooga Regional Airport. This position involves leading and organizing the activities of Agents and Clerks to ensure a safe working environment and maintain on-time dependability. You will be responsible for ensuring adequate operational coverage, scheduling, and manpower utilization, which are essential for maintaining a safe, dependable, and consistent operation. Your leadership will be vital in conducting Agent observations and administering local training, including new hire training, to ensure that all team members are equipped to provide outstanding service. In addition to overseeing daily operations, you will investigate and resolve operational and customer service issues, ensuring that all concerns are addressed promptly and effectively. You will participate in operational conference calls, conduct station audits, and prepare various reports to maintain records such as time and attendance, personnel files, and performance metrics. Supervisors are also expected to perform Station Agent work as required, which includes combined duties within ramp service and customer service operations. Your role will also involve creating a positive start to a passenger's trip by being the first point of contact, greeting passengers, and providing a seamless check-in and ticketing experience. You will utilize appropriate reservation and ticketing software to rebook itineraries, issue boarding passes, and calculate and collect any necessary fees. Communication is key, as you will inform passengers about their trips and belongings, guiding and directing incoming and outgoing aircraft on the taxiway to ensure safety and timeliness. Physical demands of the job include loading, unloading, sorting, and transferring passenger baggage, cargo, and company materials, with some items weighing up to 75 lbs. You will also drive ground equipment such as tugs and belt loaders to assist with baggage handling and may be required to clean the interior of the aircraft and service aircraft lavatories. Collaboration with the internal team is essential to ensure safe and on-time departures, making your role integral to the overall success of the airport 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 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, 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

• 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)