Title: Part-Time Lead Customer Service Agent Location: Buffalo United States 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 - NEW PAY RATE - $18.08 / HR* Responsibilities How will you make an impact? Responsibilities - Provide efficient, friendly service to all of our customers - Promote and sell air travel with American Eagle and American Airlines and/or one of our contracted carriers - 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 - Escort passengers from the terminal to and from the aircraft ensuring a safe path at all times - 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 - Conduct agent observations and associate activities - Administers local training programs and is responsible for scheduling, manpower utilization as well as maintaining a safe, dependable and consistent operation - Maintains supplies and inventory control logs - Prepares customer correspondence, investigates discrepancies, and compiles statistical data for reports - Assist management in the completion of administrative duties and to acts as a company representative when assigned - In this role the 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 - 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 - Open and close aircraft cabin doors, without assistance, by pushing, pulling, reaching, bending and twisting Qualifications Who are we looking for? Requirements - Minimum age: 18 - High school diploma, GED, or international 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 - Willing and able to work a variety of rotating shifts including days, nights, overnights, holidays, weekends, and rotating days off - Flexible to work additional hours with short notice when operationally necessary - Must be able to carry, bend, lift and turn with bags and other items weighing up to 75 lbs. - Must be customer focused, detail oriented, and interested in the airline industry - Must be comfortable working with computers and ability to learn new computer programs - Must be able to read, write, fluently speak, and understand the English language - Possess the legal right to work in the United States - Demonstrated ability to communicate verbally and in writing - Strong organizational, interpersonal, negotiation, and leadership skills preferred - 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 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.

• Inbound/Outbound Calls • Deliver the highest level of customer service experience consistently • Manage customer accounts and provide technical support • Application Data Entry • Online chat inquiries as assigned • Interpret and follow defined procedures and policies • Creative problem-solving skills • Flexibility and adaptability to changing projects and updates • Time and task management (multitasking and task prioritization) • Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams • Adhere to regulated guidelines for communications via all channels

• Inbound/Outbound Calls • Deliver the highest level of customer service experience consistently • Manage customer accounts and provide technical support • Application Data Entry • Online chat inquiries as assigned • Interpret and follow defined procedures and policies • Creative problem-solving skills • Flexibility and adaptability to changing projects and updates • Time and task management (multitasking and task prioritization) • Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams • Adhere to regulated guidelines for communications via all channels

• Work closely with franchises by offering guidance, training, and support on accounting and job costing applications • Assisting end users and providing training • Monitor, support, and manage financial help desk calls/tickets • Resolve all support requests (via email, Teams, Zoom, phone) promptly • Software Installation, troubleshooting, and problem-solving • Produce reports from QuickBooks for management or other team members • Train franchise staff on accounting functions, job costing, and PDR business processes • Communicate with other team members when issues surface that require corporate involvement • Other duties as assigned