Lead Airport Agent - Customer Service

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    "url": "https://us-envoyair.icims.com/jobs/11625/lead-airport-agent---customer-service/job",
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    "title": "Lead Airport Agent - Customer Service",
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    "datePosted": "2026-01-28T05:00:00.000Z",
    "description": "<h2>Overview</h2>\n<p>Who we are:</p>\n<p>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.</p>\n<p>We offer:</p>\n<ul>\n <li>Amazing employee flight privileges within the American Airlines global network</li>\n <li>Training and development programs to take your career to the next level</li>\n <li>Comprehensive health and life benefits (subject to location)</li>\n</ul>\n<p> </p>\n<h2>Responsibilities</h2>\n<p>How will you make an impact?</p>\n<p> </p>\n<p>Responsibilities</p>\n<ul>\n <li>Provide efficient, friendly service to all of our customers</li>\n <li>Promote and sell air travel with American Eagle and American Airlines and/or one of our contracted carriers</li>\n <li>Complete all necessary arrangements for accommodating passengers such as prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage, as well as collect excess baggage charges</li>\n <li>Escort passengers from the terminal to and from the aircraft ensuring a safe path at all times</li>\n <li>Complete all necessary arrangements for accommodating passengers with reservations, stand-bys, luggage, cabin availability, and in-flight supplies</li>\n <li>Determine flight close-out time and prepare, complete, and check various flight forms for accuracy</li>\n <li>Conduct agent observations and associate activities</li>\n <li>Administers local training programs and is responsible for scheduling, manpower utilization as well as maintaining a safe, dependable and consistent operation</li>\n <li>Maintains supplies and inventory control logs</li>\n <li>Prepares customer correspondence, investigates discrepancies, and compiles statistical data for reports</li>\n <li>Assist management in the completion of administrative duties and to acts as a company representative when assigned</li>\n <li>In this role the employee may be subject to engine fumes, vehicle emissions, dust, and engine noise</li>\n <li>Responsible for standing, using finger dexterity, typing, climbing, and descending stairs numerous times a day</li>\n <li>Check baggage and parcels weighing up to 75 lbs. which involves carrying, bending, lifting, and turning</li>\n <li>Meet arriving aircraft by standing to operate a mobile mechanical jet-bridge with a length of up to 110 ft. and weighing approximately 57,000 lbs</li>\n <li>It is required that the agent can use depth perception and peripheral vision to extend and position jet-bridge observing all stationary and moving vehicles in the immediate area</li>\n <li>Open and close aircraft cabin doors, without assistance, by pushing, pulling, reaching, bending and twisting</li>\n <li>    Communicate effectively with operations lead and management to coordinate the handling of late arriving connecting passengers and their bags.</li>\n <li> Inform departing gate agents and leads about the status of connecting passengers to minimize unnecessary rebooking and ensure smooth transitions.</li>\n <li>  Provide exceptional customer service to passengers, addressing their needs and concerns promptly.</li>\n <li> Collaborate with various departments to ensure timely and accurate information flow.</li>\n <li>Monitor and manage passenger flow to optimize operational efficiency.</li>\n <li> Maintain accurate records and documentation of passenger interactions and operational activities.</li>\n</ul>\n<h2>Qualifications</h2>\n<p>Who are we looking for?</p>\n<p> </p>\n<p>Requirements</p>\n<ul>\n <li>Minimum age: 18</li>\n <li>High school diploma, GED, or international equivalent</li>\n <li><strong>Must possess at least one form of TSA-acceptable identification for business travel purposes.</strong></li>\n <li>Willing and able to work a variety of rotating shifts including days, nights, overnights, holidays, weekends, and rotating days off</li>\n <li>Flexible to work additional hours with short notice when operationally necessary</li>\n <li>Must be able to carry, bend, lift and turn with bags and other items weighing up to 75 lbs.</li>\n <li>Must be customer focused, detail oriented, and interested in the airline industry</li>\n <li>Must be comfortable working with computers and ability to learn new computer programs</li>\n <li>Must be able to read, write, fluently speak, and understand the English language</li>\n <li>Possess the legal right to work in the United States</li>\n <li>Demonstrated ability to communicate verbally and in writing</li>\n <li>Strong organizational, interpersonal, negotiation, and leadership skills preferred</li>\n <li>Above average attendance preferred</li>\n <li>Ability to read, write, fluently speak, and understand Spanish (in some locations) preferred</li>\n <li>One year of customer service experience preferred</li>\n <li>Prior training and/or curriculum development experience preferred</li>\n <li>Experience using Word and Excel preferred</li>\n</ul>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>Envoy Air is an Equal Opportunity Employer – Minorities/Women/Veterans/Disabled.</p>\n<p> </p>\n<p>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 <u>@EnvoyAirCareers</u>, on Instagram <u>@EnvoyAirCareers</u>, and on Facebook at <u>Facebook.com/envoyaircareers</u> and <u>Facebook.com/EnvoyPilotRecruitment</u>.</p>\n<p> </p>\n<p> </p>",
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