ORD Shift Manager, Customer Services
About The Position
The Customer Service Shift Manager is responsible for running an effective customer service operation and achieving high customer satisfaction. The role resolves customer service and operational issues, including during peak or irregular periods, and involves working in the operation and interacting with customers and employees. The manager uses cross-functional teams to develop and implement quality improvements, evaluates team performance, and works toward profitability and cost-control goals. The role ensures operational compliance with safety and government requirements, investigates discrepancies, and compiles compliance data. It also involves coaching and counseling personnel, conducting performance reviews, encouraging teamwork, and communicating with managers, peers, team members, and other departments. The manager coordinates operational activities such as scheduling, hiring, training, and inventory, and provides the team with the tools, resources, and training needed to meet operational goals.
Requirements
- Able to work in a team environment and prioritize work and projects to meet deadlines and objectives.
- Able to work with minimal supervision, report to work regularly and on time, and demonstrate self-motivation.
- At least 18 years of age.
- High school diploma or GED equivalent.
- Valid state driver's license.
- Willing and able to work rotating shifts, including nights, holidays, weekends, and days off.
- Legal right to work in the United States.
- Able to read, write, fluently speak, and understand English.
- Able to lead and motivate employees to work as a team.
- Demonstrated verbal and written communication, leadership, initiative, and judgment.
- Strong administrative and analytical abilities.
Nice To Haves
- Previous experience in airport operations.
- Sabre experience.
- Ability to become certified as a Ground Security Coordinator (GSC), if required by the position.
Responsibilities
- Provide quality service and achieve superior customer satisfaction.
- Resolve customer service and operational problems during the tour of duty, including during peak or irregular periods.
- Work in the operation, interact with customers and employees, and prepare customer correspondence.
- Use cross-functional teams to generate and implement quality improvement ideas.
- Evaluate team performance using quality-control measures, including observations, feedback, data, and customer complaints and compliments.
- Meet profitability and cost-control goals by developing and monitoring budgets and spending, seeking cost-reduction ideas, and monitoring lost time.
- Ensure compliance with operational safety and government requirements; investigate discrepancies and compile compliance statistics.
- Coach and counsel personnel and guide the team on customer service and performance issues.
- Conduct regular performance reviews for team members.
- Encourage employee teamwork to develop and implement individual and team ideas.
- Communicate with managers, peers, team members, and other departments, administer company policies and procedures, and provide the team with necessary tools, resources, and training.
- Coordinate operational activities, including scheduling, hiring, training, and inventory.
Benefits
- Employee flight privileges within the American Airlines global network.
- Training and development programs.
- Comprehensive health and life benefits, subject to location.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
