This position will be working directly overseeing the Sky Cap's Operation
Passenger Service Agents work at our hub airports and provide efficient, friendly service to all of our customers. Agents promote and sell air travel with American Eagle and American Airlines and/or one of our contracted carriers. Passenger Service Agents 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.
Passenger Service Agents escort passengers from the terminal to and from the aircraft ensuring a safe path at all times. Additionally, Passenger Service Agents complete all necessary arrangements for accommodating passengers with reservations, stand-bys, luggage, cabin availability and in-flight supplies. Determine flight close-out time and prepare, complete and check various flight forms for accuracy.
Lead Agents conduct agent observations and associate activities. Administers local training programs. Responsible for scheduling, manpower utilization as well as maintaining a safe, dependable and consistent operation. Maintains supplies, inventory control logs. Prepares customer correspondence, investigates discrepancies and compiles statistical data for reports. Assists management in the completion of administrative duties. Acts as a company representative when assigned.
Lead Agents must be able to demonstrate above average qualities of leadership, initiative and judgment. Above average attendance preferred. Comfortable organizing work groups. Able to consistently observe and construct a safe and accurate operation. Comfortable with multi-tasking in the operation. Above average administrative and analytical techniques. Ability to work rotating shifts including nights, holidays, weekends and days off. Must report to work on a regular and timely basis. Candidates must be able to read, write, fluently speak and understand the English language and in our Caribbean bases, Spanish is also preferred.
Education: High school diploma or equivalent
Experience: One (1) year of customer service experience
License: A valid driver's license could be required by local airport authorities.
Physical Requirements: 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. Employee may be subject to engine fumes, vehicle emissions, dust and engine noise. Responsible for standing, using finger dexterity, typing, climbing and descending stairs numerous times a day. Check baggage and parcels weighing up to 75 lbs. which involves carrying, bending, lifting, and turning. 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. Use depth perception and peripheral vision to extend and position jet-bridge observing all stationary and moving vehicles in the immediate area. Open and close aircraft cabin doors, without assistance, by pushing, pulling, reaching, bending and twisting.
Training: Five (5) weeks of paid training. Some portions of training will be held away from base.
Uniforms: The Company will pay 50% for the employee's first uniform set and the employee shall pay 50%. The employee's portion will be payroll deducted. Tattoos, body piercings 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. Hand tattoos or tattoos above the shoulders are not allowed.
Employment Requirements: Must possess the legal right to work in the United States. Federal law requires Envoy to determine an applicant's history of Department of Transportation (DOT) drug and/or alcohol violation(s) or refusal(s) to test before hiring him/her into a safety-sensitive position. This position may be subject to DOT testing. If applicable to the position, a candidate must fulfill a fingerprint-based criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA). Candidates must also be able to secure appropriate airport authority and/or US customs security badges, in addition to clearing other airport related requirements, if applicable.
Envoy is an Equal Opportunity Employer, Minorities/Women/Veterans/Disabled.