Supervisor, Customer Services

Envoy Air Inc; Lexington (KY); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Employee flight privileges

Training and development programs

Comprehensive health and life benefits

Job summary

Envoy Air Inc is seeking a Supervisor for their operations in Lexington, Kentucky. The role involves coordinating station activities to ensure safety and efficiency, as well as managing schedules and resolving issues. The ideal candidate will have customer service experience, strong leadership skills, and the ability to work under pressure.

Additional requirements include a high school diploma, a valid driver’s license, and the ability to lift heavy baggage. This position offers flexible shifts and is an opportunity to grow within a prestigious airline.

Qualifications

• Minimum age 18.
• Valid, unexpired driver's license required.
• Must lift and carry bags weighing up to 75 lbs.

Responsibilities

• Coordinate day-to-day station operations and schedule manpower.
• Ensure operational coverage and resolve operational/customer service issues.
• Provide a seamless check-in and ticketing experience.

Skills

Customer service experience

Ability to work in stressful conditions

Organizational skills

Leadership qualities

Education

High school diploma or GED

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

• 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.
• 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.
• Will be provided company uniforms and must adhere to uniform policy.
• Participate on operational conference calls, station audits and prepare various reports.
• Maintain records such as time and attendance, personnel files and performance.
• Supervisors perform Station Agent work, as required. Station Agents have combined duties within ramp service and customer service operations.
  • 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.
  • Use appropriate reservation/ticketing software to rebook itineraries, issue boarding passes, and calculate and collect any appropriate fees.
  • Inform passengers through all aspects of their experience with American Airlines by communicating appropriate information about their trips and belongings.
  • Guide and direct incoming and outgoing aircraft on the taxiway to ensure that they are entering or leaving their gate safely and on‑time.
  • Load, unload, sort, and appropriately transfer passenger baggage, cargo/freight, and company materials.
  • Some of these items can weigh up to 75 lbs. 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.
  • Collaborate with the internal team to ensure a safe and on‑time departure.
  • May 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.

For a more visual insight of what the Agent position entails, check out our "Behind the Scenes at Envoy" clip: Agent Video.

Qualifications

Who are we looking for?

Requirements

In this role, Supervisors 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 Airlines. Supervisors must be self‑motivated and safety conscious. Supervisors must be comfortable organizing work groups and handling multiple priorities in a fast‑paced environment. The ability to demonstrate qualities of leadership, initiative, and judgment are essential.

• Minimum Age: 18
• High school diploma or GED equivalent
• Possess a valid, unexpired and unsuspended REAL ID‑compliant, state driver’s license; some license restrictions may prohibit a candidate from being considered for this role.
• 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, days off, and be able to report to work on a regular and timely basis.
• 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.

Position Preferences

• A minimum of one year of customer service experience.
• Some locations may desire previous airline experience including working knowledge of an airline’s ticketing system and/or ramp operations.

Additional Details

• Tattoos, body piercings and/or tongue rings may not be visible while in company issued uniform at any time; tattoos cannot be covered with adhesive bandages or by other methods to render them not visible.
• Candidates must fulfill a fingerprint based criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
• Candidates must be able to secure appropriate airport authority and/or US Customs security badges, in addition to clearing other airport related requirements, if applicable.
• In locations handling US mail, must be able to pass a US Postal Service background check.
• This position may be subject to the Department of Transportation (DOT). Federal law requires Envoy to determine a candidate’s history with the DOT drug and/or alcohol violation(s) or refusal(s) to test before hiring him/her into a safety‑sensitive position.

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