Baggage Service Office Supervisor

Envoy Air Inc; Pittsburgh (Allegheny County); On-site; USD 42,000 - 64,000; Full time

Job summary

Envoy Air is seeking a Supervisory role in Airport Services to lead daily station operations, coordinate Agents/Clerks, and ensure safe, on-time performance within the airport environment.

The role requires strong leadership, analytical and communication skills, with the ability to manage multiple priorities and adapt to changing operational needs. This on‑site position offers growth opportunities within the American Airlines network.

Qualifications

• Minimum age 18.
• High school diploma or GED required.
• College coursework or degree desirable.

Responsibilities

• Coordinate day‑to‑day station operations by leading Agents/Clerks.
• Support Manager in meeting performance targets and budgets.
• Review procedures to improve efficiency and ensure compliance.
• Investigate and resolve customer service issues and operational problems.
• Provide guidance and coaching to team members.

Skills

Leadership

Analytical skills

Multi-tasking

Communication

Education

High school diploma or GED

College coursework or degree desirable

Job description

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
• Comprehensive health and life benefits (subject to location)

Responsibilities

How will you make an impact?

Responsibilities

• Assists passengers with claims for lost/damaged luggage.
• May provide announcements to passengers explaining baggage procedures and offering assistance to disabled passengers at the baggage claim area.
• Remove unclaimed bags from carousel.
• Stack unclaimed items onto baggage carts and into storage racks/shelves in secured areas. May be required to handle same items multiple times. Baggage may weigh between 33.3 lbs. and 75 lbs.
• Track and reconcile all claims filed by customers.
• Push/pull baggage cart using two hands with forces between 51.4 lbs. and 75 lbs.
• Push/pull baggage cart using two hands with forces between 51.4 lbs. and 58.5 lbs.
• Occasionally twist and turn upper and lower back when retrieving/placing luggage from carousel or luggage storage area, and when retrieving items from printers at desk.

Supervisor Responsibilities

• The Supervisor - Airport Services coordinates 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.
• Supports the Manager in meeting operational performance targets and monitoring the station operation budget.
• Confers and cooperates with the Manager in formulating administrative/operational policies and procedures to be implemented.
• Reviews and standardizes procedures to improve efficiency within the operation.
• Maintains overall station compliance as well as compliance of personnel with administrative policies, procedures, safety rules and any company or government regulations.
• Investigates and resolves customer service issues as well as operation issues.
• Participates on operational conference calls, station audits and prepares various reports.
• Coordinates activities with local airport management, community, regulatory agencies, and other stations or headquarters staff.
• Maintains records such as time and attendance, personnel files and performance.
• Will provide guidance to the team on performance issues as well as coach and counsel employees.
• As necessary, the Supervisor will work in the operation during peak or irregular periods.

Qualifications

Who are we looking for?

Requirements:

• Minimum Age: 18
• High school diploma or GED equivalent
• College coursework or college degree desirable
• Possess a valid, unexpired and unsuspended REAL ID‑compliant, state driver’s license; or otherwise maintain all necessary authority and identification to travel for business needs as required; some license restrictions may prohibit a candidate from being considered for this role.
• Previous work experience in an airline or airport capacity such as all operational phases of an airline, ground handling or airport management.
• Proven leadership and analytical skills.
• Ability to effectively and efficiently manage multiple and often competing priorities.
• Demonstrated ability to communicate verbally and in writing.
• Willing and able to work non‑standard work schedules when necessary due to changing or unplanned operational needs.
• Possess the legal right to work in the United States.
• Must be able to read, write, fluently speak and understand the English language.
• Previous working experience in a team lead, supervisory or managerial role preferred.
• Minimum one year customer service experience preferred.
• Must be able to perform all duties under sometimes stressful conditions beyond the employee’s control while attempting to influence a favorable impression of American Eagle and American Airlines.
• Must be able to work with minimal supervision, report to work regularly and on time, and be self‑motivated. In this role, strong organizational, decision‑making and interpersonal skills are necessary. Ability to adapt to the changing needs of the business is critical.

Please note: The description is intended to provide a brief overview of the position. It’s not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.

Envoy Air is an Equal Opportunity Employer – Minorities/Women/Veterans/Disabled.