Lead Agents conduct agent observations and associated activities. Leads are responsible for scheduling, manpower utilization as well as maintaining a safe, dependable and consistent operation. Administration of local training programs is the responsibility of a Lead Agent. Maintains supplies and inventory control logs as well as preparation of customer correspondence, investigates discrepancies, and compiles statistical data for reports. Leads assists management in the completion of administrative duties and acts as a company representative when assigned.
Lead Agents perform Station Agent work as required which includes performing a variety of tasks to keep our ground operations running smoothly, efficiently and on-time. Responsibilities may vary at each airport and may include customer service (above wing), ramp service (below wing) work, or a combination of both.
Station Agents working customer service functions promote and sell air travel with American Airlines, American Eagle and/or other contracted carriers. Agents are responsible for answering inquiries regarding general travel information and will prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage and collect excess baggage charges in accordance with tariff rules. Agents perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers. Station Agents escort passengers from the terminal to and from aircraft ensuring a safe path at all times. Agents complete all necessary arrangements for accommodating passengers with reservations and stand-by passengers, including cabin upgrades. Agents will determine flight close-out times and prepare, complete and check various flight forms for accuracy.
Station Agents assigned to the ramp service portion of our ground handling operation perform the loading and unloading of baggage, cargo, freight, and company materials on and off aircraft. These items are transported between terminals, aircraft and the bag room using belt-loaders, tugs, carts and other vehicles/equipment. Station Agents working on the ramp will also be responsible for marshaling aircraft which requires working closely with other personnel to ensure there is a safe path for the aircraft, the jetbridge, vehicles and equipment. Agents will clean and service cabin interiors, including seatback pockets, seat cushions, tray tables, overhead bins, cockpit, galley, and the lavatory which also include following procedures to properly drain the lavatory. Station Agents work in various kinds of weather elements and may be responsible for de-icing aircraft which requires using equipment to apply chemicals/compounds.
In this role, organization and interpersonal skills are necessary. The successful candidate must be comfortable organizing work groups and handling multiple priorities in a fast-paced environment. The ability to demonstrate above-average qualities of leadership, initiative, and judgment are essential.
Candidates 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. Must be able to work with minimal supervision be self-motivated and safety conscious.
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