Customer Service Manager, Airport Customer Care

American Airlines • Boston, MA

4d • Onsite

About The Position

American Airlines is seeking a goal-oriented Customer Service Manager (CSM) to elevate their experience, knowledge, and network within the company. This role is part of the leadership program, designed to develop individuals into effective leaders within the American organization. CSMs are responsible for ensuring a safe, high-performing operation by leading, engaging, coaching, and developing front-line team members. They support their teams by creating a safe and reliable operation while delivering an exceptional customer experience. The ideal candidate is energized by a fast-paced, dynamic environment and is passionate about safety, teamwork, leadership, and delivering a quality product. CSMs foster an environment that develops front-line team members, promotes mutual respect, trust, responsibility, and core values, and connects people while improving lives.

Requirements

• High School diploma or GED equivalency
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
• Strong decision-making skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational conditions
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to use sound business judgment to resolve issues with internal and external customers
• Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Applicable valid driver’s license as required by local authorities, if applicable
• Ability to work extra hours when there are operational needs
• Ability to work rotating shifts including weekends, holidays and days-off

Nice To Haves

• Previous airport customer service experience
• 2 years experience leading others
• Knowledge of company policies and procedures and functional automation applications

Responsibilities

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being.
• Acts as a safety advocate, identifying and addressing safety concerns.
• Establishes team and individual goals in support of departmental and company objectives.
• Coaches and mentors frontline team members in skill development, customer service elevation, and company culture behaviors.
• Establishes and promotes effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity.
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner.
• Ensures the ongoing safety and reliability of the operation through self-audits, observations, root cause investigations, and other safety engagements.
• Promotes effective communication among departments to engage the team in achieving common goals.
• Ensures team members adhere to the Joint Collective Bargaining Agreement (JCBA) and corporate policy/procedure.
• Manages escalated service issues and maintains visibility to the team when problems arise.
• Delivers key corporate and local information to frontline leaders efficiently and effectively.
• Sets expectations and ensures team members understand the rationale behind focus areas and criticalities.
• Applies union contract rules and regulations in daily interactions with frontline team members and local union leaders.

Benefits

• Travel Perks: Explore the world with access to 365 destinations on more than 6,800 daily flights.
• Health Benefits: Access to health, dental, prescription, and vision benefits on day one, virtual doctor visits, flexible spending accounts.
• Wellness Programs: Tools, resources, and support to help you be your best self.
• 401(k) Program: Available upon hire, with potential employer contributions after one year depending on the workgroup.
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, cruises, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED