Lead Airport Agent - Customer Service - Chicago, IL

Envoy Air Inc. is a prominent regional airline and a wholly owned subsidiary of American Airlines Group. Founded in 1998 after the merger of several smaller regional carriers, Envoy Air has grown to become one of the largest regional airlines in the world. The company operates under the American Eagle brand, providing regional flight services and ground handling services for many American Airlines Group flights. Headquartered in Irving, Texas, Envoy Air maintains major hubs in Dallas/Fort Worth, Chicago, and Miami, alongside a significant ground handling operation located in Los Angeles. Envoy Air is recognized for its commitment to excellence, safety, and exceptional customer service, making it a trusted partner within the global network of American Airlines. Envoy Air fosters a work environment that is stable, secure, and fast-growing, offering employees the opportunity for career growth, development, and challenges that stimulate and encourage personal and professional advancement. The airline values its employees and provides them with extensive benefits, including amazing employee flight privileges within the American Airlines global network, comprehensive training and development programs designed to enhance careers, and a full suite of health and life benefits, subject to location. Envoy Air is dedicated to creating a workplace that embraces diversity, inclusivity, and equal opportunities for all employees, reflecting its status as an Equal Opportunity Employer committed to supporting minorities, women, veterans, and individuals with disabilities. The position available involves dynamic and customer-focused responsibilities centered around delivering outstanding service and operational efficiency at the gates and throughout the passenger journey. The successful candidate will play a critical role in facilitating smooth and safe airport operations, including managing passenger services, ticketing, baggage handling, flight close-out procedures, and coordination with various operational teams. This role demands strong interpersonal skills, attention to detail, and the ability to multitask in a high-paced environment while maintaining a friendly and professional demeanor. Key responsibilities include providing efficient and friendly service to customers, promoting and selling air travel within the American Eagle and American Airlines network, preparing itineraries and issuing tickets, escorting passengers safely between terminals and aircraft, and ensuring baggage and lounge arrangements are managed effectively. The role requires physical stamina to handle baggage weighing up to 75 lbs, operate mobile jet bridges safely, and perform other physically demanding tasks such as standing, bending, lifting, and climbing stairs multiple times a day. Candidates must be prepared to work a variety of shifts, including nights, weekends, holidays, and overnights, demonstrating flexibility and commitment to operational needs. Effective communication is essential, since the role involves coordinating with operational leads, gate agents, and management to support seamless transitions for passengers, minimize rebooking, and maintain accurate operational records. Additionally, responsibilities extend to administrative duties, agent observations, local training program administration, and maintaining inventory and supplies. This position offers an enriching career path within a globally recognized airline that values safety, teamwork, and customer satisfaction. It is an opportunity for individuals who are enthusiastic about the airline industry, possess a customer-first attitude, and wish to contribute to a successful and innovative company. Envoy Air not only provides a rewarding career but also a supportive community and the chance to be part of a team dedicated to excellence in regional air travel.

• Minimum age 18
• high school diploma, GED, or international equivalent
• must possess at least one form of TSA-acceptable identification for business travel
• willing and able to work rotating shifts including days, nights, overnights, holidays, weekends, and rotating days off
• flexible to work additional hours on short notice
• able to carry, bend, lift, and turn with bags and items up to 75 lbs
• customer focused and detail oriented
• comfortable working with computers
• able to read, write, fluently speak, and understand English
• possess legal right to work in the United States
• demonstrated verbal and written communication skills
• above average attendance preferred
• ability to read, write, fluently speak, and understand Spanish in some locations preferred
• one year of customer service experience preferred
• prior training and/or curriculum development experience preferred
• experience using Word and Excel preferred