Experienced Full-Time Customer Service Manager - Delivering Exceptional Client Experiences at American Airlines

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.