Join the American Airlines Family and Take Your Career to New Heights
Are you ready to embark on a journey of growth, learning, and adventure? Look no further than American Airlines, one of the world's leading carriers. We're seeking a talented and driven Customer Service Manager to join our team in Philadelphia, USA. As a Customer Service Manager, you'll play a critical role in delivering exceptional client experiences, driving operational excellence, and leading a team of frontline colleagues.
About American Airlines
At American Airlines, we're passionate about connecting people and creating unforgettable experiences. With a rich history spanning nearly a century, we've established ourselves as a leader in the aviation industry. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we're committed to providing a work environment that's engaging, challenging, and rewarding.
Job Summary
We're looking for a seasoned Customer Service Manager to lead our frontline teams and drive operational excellence. As a Customer Service Manager, you'll be responsible for ensuring a safe, high-performing work environment that delivers exceptional client experiences. You'll lead, coach, and develop frontline colleagues, while fostering a culture of empathy, trust, and respect.
Key Responsibilities
- Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional client care
- Be a safety advocate: Identify and address safety concerns on a case-by-case basis
- Establish team and individual goals that support departmental and company targets
- Mentor and coach frontline colleagues in skill development, client care excellence, and company culture behaviors
- Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride
- Successfully allocate resources and provide support to enable teams to meet operational goals in a safe manner
- Ensure the ongoing safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety activities
- Promote effective communication among departments to engage our team in working together to achieve shared goals
- Embody our core values: Energy, accountability, productivity, reliability, trustworthiness, integrity, honesty, inspiration, and reliability
- Oversee elevated service issues and be visible to your colleagues when issues arise
- Communicate key corporate and local information to frontline leaders in an efficient and effective manner
Requirements
Essential Qualifications
- Bachelor's degree
- 3 years of experience leading others
- Knowledge of company policies and procedures, as well as functional automation applications
Preferred Qualifications
- Past airport customer care experience
- Knowledge of Joint Collective Bargaining Agreement (JCBA)
- Experience with Microsoft Office, including Word, Excel, PowerPoint, and Outlook
Skills and Competencies
- Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive work environment
- Effective listening skills: ability to focus on what others are saying, take time to understand points being made, and ask questions as needed
- Decisive reasoning ability: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
- Ability to monitor and evaluate performance of self, colleagues, and the operation to make improvements or take corrective action
- Strong problem-solving skills
- Ability to work independently and collaboratively
- Ability to work under demanding operational circumstances
- Ability to prioritize and execute with a sense of urgency and accuracy
- Ability to use sound business judgment to resolve issues with internal and external clients
What We Offer
At American Airlines, we're committed to providing a comprehensive benefits package that supports your overall well-being. Here are just a few of the perks and benefits you can expect:
Benefits
- Medical, dental, prescription, and vision benefits
- Virtual specialist visits and flexible spending accounts
- 401(k) program with employer contributions
- Employee assistance program and pet insurance
- Discounts on hotels, cars, travel, and more
Wellness Programs
- Access to tools, resources, and support to help you be your best self
- Programs and initiatives focused on employee well-being and engagement
Why Join American Airlines?
At American Airlines, we're passionate about creating a work environment that's inclusive, engaging, and rewarding. Here are just a few reasons why you should consider joining our team:
- Opportunities for growth and development
- Competitive salary and benefits package
- Diverse and inclusive work environment
- Chance to be part of a global team that's making a difference
How to Apply
If you're ready to take your career to new heights and join a team that's passionate about delivering exceptional client experiences, we want to hear from you! Apply now to become a Customer Service Manager at American Airlines.
Don't miss this opportunity to be part of a dynamic team and take the first step towards a fulfilling career with American Airlines.
Apply Now