AA Careers 2021 – Customer Service Manager

Job Description:

This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division.

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

Job Responsibilities:

• 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
• 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
• Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service

Job Requirements:

• 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
• Ability to use sound business judgment to resolve issues with internal and external customers
• Ability to work independently as well as collaboratively
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• 2 years experience leading others
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Strong decision making skills
• Critical thinking ability – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to work under demanding operational conditions
• 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
• Knowledge of company policies and procedures and functional automation applications
• Previous airport customer service experience
• High School diploma or GED equivalency
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement

Job Details:

Company:  American Airlines

Vacancy Type: Internship

Job Location: Orlando, FL, US

Application Deadline: N/A

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