Jobs at American Airlines – Customer Service Manager

Job Description:

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Responsible for ensuring a high performing operation by leading, engaging, coaching and developing frontline team members. Also responsible for supporting their teams’ efforts in creating a safe, reliable operation while delivering an elevated customer experience

Job Responsibilities:

  • Monitor data such as connecting baggae information to make operational decisions that imporve station performance
  • Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
  • Promotes an environment of mutual respect and trust between frontline team members
  • Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
  • Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
  • Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days-off
  • Drives operational excellence by proactively matching the right resources at the right place and time in the operation to achieve performance metrics
  • Creates an environment that cares for our frontline team members and celebrates the team successes
  • Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
  • Coordinate ramp assignments for frontline team members to dynamically work flights at gates throuh GS real time and ROVR
  • Utilizes GS Real Time and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports

Job Requirements:

  • Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
  • Previous ramp experience (frontline or leadership)
  • Knowledge of company policies and procedures and functional automation applications (GS RealTime, TLink1, PRIME)
  • Skills, Licenses & Certifications
  • Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
  • Critical thinking ability – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • 2 years experience leading others
  • 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
  • High School diploma or GED Equivalency

Job Details:

Company:  American Airlines

Vacancy Type:  Full Time

Job Location: Charlotte, NC, US

Application Deadline: N/A

Apply Here

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