Customer Service Manager, Airport Customer Experience
American Airlines
Austin Texas
Salary: Neg Per Hour
Why
you'll love this job
- 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.
What you'll do
- 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
- 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
Minimum Qualifications- Education & Prior Job Experience
- High School diploma or GED equivalency
Preferred Qualifications- Education & Prior Job Experience
- Previous airport customer service experience
- 2 years
experience leading others
- Knowledge
of company policies and procedures and functional automation applications
Skills, Licenses & Certifications
- 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.
What you'll get
Feel
free to take advantage of all that American Airlines has to offer
- Travel
Perks: Ready to explore the world? You, your family and your friends can
reach 365 destinations on more than 6,800 daily flights across our global
network.
- Health
Benefits: On day one, you’ll have access to your health, dental,
prescription and vision benefits to help you stay well. And that’s just
the start, we also offer virtual doctor visits, flexible spending accounts
and more.
- Wellness
Programs: We want you to be the best version of yourself – that’s why our
wellness programs provide you with all the right tools, resources and
support you need.
- 401(k)
Program: Available upon hire and, depending on the workgroup, employer
contributions to your 401(k) program are available after one year.
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Job Overview
Posted Date: 07 Mar 2024
Location: Austin Texas
Salary: Neg Per Hour
Company Information
American Airlines is a major US-based airline headquartered in Fort Worth, Texas, within the Dallas–Fort Worth metroplex. It is the largest airline in the world when measured by scheduled passengers carried, revenue passenger mile, and fleet size.
Name: American Airlines
Web: https://www.aa.com/