Station Lead

Flyadvancedair; Gallup (NM); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Sick time

Flight benefits

Job summary

Advanced Air, LLC is seeking a Station Lead to oversee in-person station operations, train and supervise customer service staff, and coordinate with the Airline General Manager for safety, security, and on-time performance. You will handle reservations, ticketing, check-in, and problem resolution for passengers while ensuring compliance with federal directives.

You are highly motivated, organized, and safety-focused, with 2+ years in supervision and customer service, and familiarity with PSS/DCS

Qualifications

• Bachelor’s Degree or equivalent industry experience.
• 2+ years as a supervisor / team leader.
• 2+ years of customer service experience.
• Experience with PSS/DCS Systems preferred.
• Experience with Microsoft Office products including Outlook, and Google Suite including Sheets, Docs, Drive.

Responsibilities

• Supervise station personnel to promote safety, service, on-time performance, security and teamwork.
• Coordinate initial and ongoing training of all station staff and duties.
• Provide guidance to ensure safety compliance of aircraft, customers, facilities, and staff.
• Draft a department schedule to ensure adequate coverage during flights.
• Manage station inventory and service items.
• Coordinate ground transportation for passengers during diversions or IROPS.
• Analyze CSA performance and implement improvements with direct reports.

Skills

Leadership

Customer service

Staff training

Scheduling

Education

Bachelor’s Degree or equivalent

Tools

PSS/DCS Systems

Microsoft Office

Google Workspace

Job description

Description

Who we are

Advanced Air, LLC is an innovative, service-oriented aviation company headquartered in Hawthorne, California. We were founded in 2005 by our President, Levi Stockton, as an FAA approved, Part 135, On-Demand Air Carrier focused on superlative aircraft management and on demand charter.

Today, Advanced Air has 17 aircraft, operated in both scheduled and on-demand service, and a diversified portfolio of flying services in turboprop aircraft, business jets and regional passenger jets. Serving more than 12 communities in the southwestern United States, Advanced Air has a deep commitment to operational excellence and metered, sustainable growth.

Our successful growth is driven by our adherence to our core values of safety, security, teamwork, and reliability. We are in this business for the long run and take a disciplined, thoughtful approach to growth opportunities.

About the Role and about You

The Station lead role will be an in-person role. The incumbent of this role, under the general guidance of the Airline General Manager, is responsible for overseeing operations and assigned station personnel. This position is responsible for ensuring coordination at the station level to drive the highest levels of safety, quality, performance, and compliance. This individual will be responsible for staffing and training company station personnel for scheduled service routes, including hiring, training, and ongoing supervision of customer service staff at stations and providing excellent customer service. This includes handling information inquiries, reservations, ticketing, and problem resolution for all Advanced Airlines (AA) passengers and potential passengers/guests. Additionally, coordinating with the Airline General Manager, overseeing PSS and DCS procedures, and credit card processing. Responsible for ensuring all company policies and training standards are adhered to among Customer Service Agents (CSAs) via remote management and regular on-site visits.

You are highly motivated, organized, attentive to detail, communicate well, and safety focused.

What you will do

• Supervise station personnel with the goal of developing and maintaining an environment that promotes: Safety, Superior Customer Service, On-Time Performance, Security, Teamwork, and encourage continuous process improvement.
• Coordinate initial and ongoing training of all assigned station personnel, including station-specific duties.
• Provide guidance to station personnel to ensure safety compliance of aircraft, customers, facilities, and employee working environments. Address issues and ensure corrective action as required.
• Provide guidance to station personnel to ensure compliance with all Federal directives and security requirements.
• Draft a department schedule to ensure sufficient personnel coverage during all active scheduled flight operations.
• Manage and maintain station inventory, including operational supplies, documents, and service items.
• Ensure that Mammoth lounge is stocked and ready for pax prior to flight
• Hangar stocking duties as assigned
• Coordinate ground transportation for passengers during diversions or IROPS for CEC, MMH and other airline operations.
• Analyze CSA performance against critical measures, develop action plans with direct reports, and assist with the implementation of solutions to achieve performance objectives. This includes hiring, training, coaching, and terminations, as necessary.
• Implement measures to efficiently utilize staff during downtime between flights.
• Provide guidance and oversight to ensure good working relationships between station team, airport management, and airport city officials, FAA, TSA, OSHA, police, and fire departments. Attend Airport Station Meetings, as necessary.
• Identify opportunities to improve customer experience, increase sales, and increase satisfaction.
• Answer telephone to provide information, resolve problems or complains, and assist as needed;
• Handle all aspects of reservations, ticketing, check-in, seat assignment, passenger boarding, and baggage service;
• Take initiative in day-to-day assignments and on special projects, including implementation of potential new routes.
• Assist with PSS software management and staff training.
• Ensure coordination of all flight operations with Helpdesk team during IROPs
• Oversee and participate, as needed, in all duties and responsibilities of CSAs, as necessary.
• Additional duties as assigned by Airline General Manager or Executive Team

Requirements

• Bachelor’s Degree or equivalent industry experience
• 2+ years as a supervisor / team leader
• 2+ years of customer service experience
• Experience with PSS/DCS Systems preferred
• Experience with Microsoft Office products including Outlook, and Google Suite including Sheets, Docs, Drive

Why you should work with us

• Competitive salary
• 401(k) plan with dollar-for-dollar employer match up to 4%
• 100% Company Paid Health Insurance including Medical, Dental, Vision and $15,000 in life insurance
• Sick time
• Easy to use Flight/Travel Benefits; current contracts include Delta, Alaska, and Southwest

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently stooping, climbing, bending, kneeling, lifting (minimum 50 lbs.) and operating machinery with repetitive motions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment includes working outdoors and in all weather conditions. May incur exposure to constant or intermittent sounds of a pitch or level significant enough to cause marked distraction or possible hearing loss while performing operations on the airfield ramp. Exposure to fumes, dust, loud noise, and/or outdoor weather conditions.

Disclaimer

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.