Customer Service Manager, Airport Workforce Management
About the position
The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation while delivering exceptional customer service. This role emphasizes operational excellence, safety advocacy, and fostering a positive work environment that aligns with the company's core values. CSMs will engage in coaching, mentoring, and resource allocation to meet departmental and company objectives, all while navigating a fast-paced and dynamic environment.
Responsibilities
Β Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service.
,
Β Act as a safety advocate by identifying and addressing safety concerns.
,
Β Establish team and individual goals aligned with departmental and company objectives.
,
Β Coach and mentor front-line team members in skill development and customer service.
,
Β Promote effective relationships with team members based on compassion, integrity, and respect.
,
Β Allocate resources effectively to support teams in achieving operational goals safely.
,
Β Conduct self-audits and safety engagements to ensure ongoing safety and reliability of operations.
,
Β Facilitate effective communication among departments to achieve common goals.
,
Β Ensure adherence to corporate policies and procedures, including the Joint Collective Bargaining Agreement (JCBA).
,
Β Embrace and promote the company's core values.
Requirements
Β High School diploma or GED equivalency.
,
Β Previous airport customer service experience preferred.
,
Β 2 years of experience leading others.
,
Β Knowledge of company policies and procedures and functional automation applications.
,
Β Ability to engage and support an inclusive working environment.
,
Β Strong communication skills across all levels of the operation.
,
Β Critical thinking ability to assess and resolve complex staffing issues.
,
Β Ability to work independently and collaboratively under demanding conditions.
,
Β Proficiency in Microsoft Office applications.
Nice-to-haves
Β Experience with GS Realtime and other operational software programs.
,
Β USPS clearance or the ability to obtain it.
Benefits
Β Travel perks for employees and their families to explore 365 destinations.
,
Β Health benefits including dental, vision, and prescription coverage from day one.
,
Β Access to wellness programs and virtual doctor visits.
,
Β 401(k) program with employer contributions after one year.
,
Β Employee Assistance Program and pet insurance.
,
Β Discounts on hotels, cars, and cruises.
Apply Now
The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation while delivering exceptional customer service. This role emphasizes operational excellence, safety advocacy, and fostering a positive work environment that aligns with the company's core values. CSMs will engage in coaching, mentoring, and resource allocation to meet departmental and company objectives, all while navigating a fast-paced and dynamic environment.
Responsibilities
Β Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service.
,
Β Act as a safety advocate by identifying and addressing safety concerns.
,
Β Establish team and individual goals aligned with departmental and company objectives.
,
Β Coach and mentor front-line team members in skill development and customer service.
,
Β Promote effective relationships with team members based on compassion, integrity, and respect.
,
Β Allocate resources effectively to support teams in achieving operational goals safely.
,
Β Conduct self-audits and safety engagements to ensure ongoing safety and reliability of operations.
,
Β Facilitate effective communication among departments to achieve common goals.
,
Β Ensure adherence to corporate policies and procedures, including the Joint Collective Bargaining Agreement (JCBA).
,
Β Embrace and promote the company's core values.
Requirements
Β High School diploma or GED equivalency.
,
Β Previous airport customer service experience preferred.
,
Β 2 years of experience leading others.
,
Β Knowledge of company policies and procedures and functional automation applications.
,
Β Ability to engage and support an inclusive working environment.
,
Β Strong communication skills across all levels of the operation.
,
Β Critical thinking ability to assess and resolve complex staffing issues.
,
Β Ability to work independently and collaboratively under demanding conditions.
,
Β Proficiency in Microsoft Office applications.
Nice-to-haves
Β Experience with GS Realtime and other operational software programs.
,
Β USPS clearance or the ability to obtain it.
Benefits
Β Travel perks for employees and their families to explore 365 destinations.
,
Β Health benefits including dental, vision, and prescription coverage from day one.
,
Β Access to wellness programs and virtual doctor visits.
,
Β 401(k) program with employer contributions after one year.
,
Β Employee Assistance Program and pet insurance.
,
Β Discounts on hotels, cars, and cruises.
Apply Now