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American Airlines Group - Sacramento, CA

posted 2 months ago

Full-time - Mid Level
Sacramento, CA
Air Transportation

About the position

The Customer Service Manager at Sacramento International Airport is responsible for leading and developing front-line team members to ensure operational excellence and an elevated customer experience. This role involves creating a supportive environment, coaching staff, and ensuring compliance with regulations while fostering strong relationships with both internal and external customers.

Responsibilities

  • Drives operational excellence
  • Creates an environment that cares for frontline team members and celebrates team successes
  • Leads airport team to perform work safely and efficiently in compliance with regulations
  • Provides exceptional support to frontline team members for superior customer service
  • Coaches and mentors team members in skill development and company culture
  • Promotes mutual respect and trust among team members
  • Establishes effective relationships with customers based on compassion and integrity
  • Provides direction and support to enable high performance
  • Assesses operational conditions to meet corporate and local metrics
  • Works extra hours as needed for operations
  • Works rotating shifts including weekends and holidays

Requirements

  • High School diploma or GED equivalency
  • Previous airport customer service experience
  • 2 years experience leading others
  • Knowledge of company policies and procedures
  • Knowledge of functional automation applications
  • Ability to engage and support an inclusive working environment
  • Strong listening skills
  • Critical thinking ability
  • Ability to monitor and assess performance
  • Strong decision-making skills
  • Ability to work independently and collaboratively
  • Ability to work under demanding conditions
  • Ability to prioritize and execute tasks
  • Knowledge of Microsoft Office applications
  • USPS clearance or ability to obtain it

Nice-to-haves

  • Experience in a customer service role within the airline industry
  • Familiarity with Federal, state, and local regulations regarding airport operations

Benefits

  • Travel Perks for employees and their families
  • Health, dental, prescription, and vision benefits from day one
  • Access to wellness programs
  • 401(k) program with employer contributions after one year
  • Employee Assistance Program
  • Pet insurance
  • Discounts on hotels, cars, and cruises
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