Passenger Services Allocator

Envoy Air Inc; Chicago, Northern (IL, KY); Hybrid; USD 19,000 - 28,000; Full time

Benefits offered by this job

Flight privileges

Training programs

Health benefits

Job summary

Envoy Air Inc. is seeking a dedicated customer service professional to support the Above the Wing workgroups and over 100 agents and leaders. The role focuses on ensuring smooth daily operations and timely updates across shifts and tasks.

The position requires strong communication, attendance, and scheduling abilities, with potential to impact performance and staffing decisions within the Customer Care Department.

Qualifications

• Minimum age of 18 or older.
• High school diploma or GED; college degree preferred.
• Legal right to work in the United States.
• Must read, write, speak and understand English; Spanish preferred in Caribbean bases.

Responsibilities

• Provide internal customer service to 100+ agents and leads.
• Provide operational updates on assignment changes.
• Ensure adequate operational coverage and staffing.
• Process and award OT requests per local policy and contract.
• Code absences and generate staffing reports for Leadership.

Skills

Customer service

English proficiency

Leadership qualities

Problem solving

Time management

Education

High school diploma or GED

college degree preferred

Tools

Microsoft Excel

Outlook

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?

This role provides internal customer service to over 100 agents and leads while supporting the daily operation for the Above the Wing workgroups. This position has a direct impact on the Customer Care Department's operational performance.

Responsibilities

• Responsible for Dynamic Manning tasks; this consist of assigning every arrival and departure flight to the operational agents and coordinate their lunches.
• Providing operational updates related to changes in assignments and tasks that have not been acknowledged on time by the agents.
• Ensure adequate operational coverage, responsible for scheduling and manpower utilization in a regular basis.
• Process and award OT requests in Roster Apps according to the local overtime policy and CWA contract and based on operational needs.
• Coding absences accordingly and generate staffing reports for Leadership.

#EnvoyHubH

Qualifications

Who are we looking for?

Requirements

• Minimum age of 18
• High school diploma or GED equivalent; college degree preferred
• Possess a valid, unexpired and unsuspendedREAL 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.
• Possess the legal right to work in the United States
• Must be able to read, write, fluently speak, and understand the English language and in Caribbean bases, Spanish is preferred.
• Knowledge of CWA agreement and local overtime policy
• Familiarity with attendance coding and CS policy
• Previous Customer Service experience preferred
• Knowledge of Microsoft Excel and Outlook
• Demonstrates above average qualities of leadership, initiative and judgment
• Must perform job functions in variable weather conditions as well as environmental conditions.
• Must be able to lift bags weighing up to 75lbs.
• Ability to work rotating shifts including weekends, holidays and days off
• 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, American Airlines or any other contracted airline service provided by Envoy
• May be subjected to engine fumes, vehicle emissions, dust, engine noise and de-icing fluids
• Must be able to work with minimal supervision, report to work regularly and on-time, and be self-motivated

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.

Envoy Air Inc., a wholly owned subsidiary of American Airlines Group, provides regional flight service to American Airlines under the American Eagle brand and ground handling services for many American Airlines Group flights. The company was founded in 1998 as American Eagle Airlines, Inc., following the merger of several smaller regional carriers to create one of the largest regional airlines in the world. Envoy is headquartered in Irving, Texas, with hubs in Dallas/Fort Worth, Chicago and Miami, with a large ground handling operation in Los Angeles. Connect with Envoy on Twitter @EnvoyAirCareers, on Instagram @EnvoyAirCareers, and on Facebook at Facebook.com/envoyaircareersandFacebook.com/EnvoyPilotRecruitment.