Full Time

Customer Service Manager – American Airlines Remote Jobs

Posted 1 year ago
$45 - $50 per hour

Job Description

Job Type: Customer Service Manager from home
Location: Florida work from home
Company: American Airlines

Reasons to love this job

  • American is looking for a Customer Service Manager (CSM) that is focused on advancing their expertise, network, and experience within the organization. You can improve yourself to become the best leader you can be in the American organization with the help of our leadership training.
  • Through effective leadership, team engagement, mentoring, and development of the front-line team members, CSMs must assure a safe, high-performing organization. By establishing a safe, dependable business and providing a great client experience, you will be assisting your employees’ efforts.
  • Being inspired by a fast-paced, dynamic atmosphere and passionate about safety, teamwork, leadership, and providing our clients, front-line employees, and vendors with high-quality products are also important.
  • As we carry out our daily business, CSMs must create an environment that supports the growth of our front-line team members and promotes mutual respect, trust, accountability, and core values.
  • This position is a part of the Customer Experience Division’s Airports Team.


As stated above, this list is meant to reflect the current position; nevertheless, there may be other critical job tasks that are not mentioned that are just as important, if not more so. When it is judged necessary, management may alter the job or assign new duties, as long as it complies with all applicable laws and any collective bargaining agreements.

  • Provides end-to-end great customer service while fostering operational excellence, which results in employee and customer safety and well-being.
  • Be a proponent of safety: Consider safety issues and take action if necessary.
  • Identify team goals and personal aspirations that support departmental and corporate objectives; frontline team members are coached and mentored in the development of skills, improvement of customer service, and business culture behaviors.
  • Builds relationships with team members that are productive and that create compassion, authenticity, integrity, respect, and dignity.
  • Effectively distributes resources and offers necessary assistance to enable teams to carry out operational objectives in a secure manner.
  • Conduct self-audits, observations, root cause analyses, and other relevant safety activities to maintain the operation’s safety and dependability.
  • Encourage good departmental communication to motivate our staff to collaborate to accomplish shared objectives.
  • Know the Joint Collective Bargaining Agreement (JCBA) and make sure the team members follow business rules and procedures
  • Adopt the following principles: enthusiasm, dedication, effectiveness, dependability, dependability, optimism, honesty, positivity, and loyalty.
  • When issues arise, handle escalated service issues and make yourself available to your team.
  • Effectively and efficiently provide frontline leaders with important corporate and local information. Make sure team members are aware of the expectations and the rationale for the focus and criticality.
  • Being able to pick up on and use the norms and regulations of the union contract in everyday contacts with frontline team members and local union leaders


  • Minimum requirements include education and previous work experience.
  • GED equivalent or high school diploma as preferred qualifications for education and prior employment
  • Experience with customer service at airports
  • 2 years of management experience
  • All you need to succeed is an understanding of the organization’s policies, procedures, and functional automation applications.

Knowledge, Permits, and Certifications

  • Possibility of maximizing worker performance through proactive employee involvement and support for a diverse workplace
  • Ability to actively listen, which involves paying close attention to what others are saying, taking the time to understand their arguments, and asking relevant questions as needed
  • Utilizing logic and reasoning to evaluate the merits and drawbacks of potential solutions, conclusions, or methods for solving issues
  • Ability to evaluate one’s own performance, that of others in the team, and that of the operation in order to make improvements or take corrective action
  • Powerful decision-making abilities
  • The capacity to operate both independently and collectively
  • The capacity to work in challenging operating circumstances
  • The capacity to prioritize tasks and carry them out precisely and quickly
  • Ability to manage disputes with internal and external consumers using good business judgment
  • Ability to plan station activities and work with several departments and organizations to meet requirements for a safe, effective, and on-time operation
  • Having familiarity with Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
  • Possesses USPS authorization or the capacity to seek USPS authorization. A five-year United States residency restriction is imposed by USPS.
  • The capacity to put in longer hours when necessary for operations
  • Able to work a variety of shifts, including shifts on weekends, holidays, and off days

You’ll receive

Please feel free to benefit from everything American Airlines has to offer:

  • Benefits of Travel: Are you eager to see the world? With our extensive global network, you, your family, and friends may travel to 365 destinations every day on more than 6,800 flights.
  • Health Advantages: You’ll have immediate access to your health, dental, prescription, and vision coverage to support your continued good health. And that’s only the beginning; we also provide flexible spending accounts, virtual doctor appointments, and more.
  • Wellness initiatives: Our wellness programs give you all the necessary tools, resources, and support because we want you to be the best version of yourself.
  • The 401(k) Plan: Available at the time of hire and, based on the workgroup, after one year, employer contributions to your 401(k) program.
  • Additional Benefits: We also provide discounts on hotels, vehicles, cruises, and more, as well as our Employee Assistance Program, pet insurance, and other wonderful benefits.

You may be who you are at American.

Inclusion and diversity are the cornerstones of American Airlines’ dynamic workforce, from the team members we hire to the clients we serve. Our 20+ Employee Business Resource Groups are dedicated to helping our team members reach their full potential, establishing an inclusive workplace to meet and exceed the demands of our varied global community, and connecting our team members to our customers, suppliers, communities, and shareholders.

Are you prepared to contribute to the seamless operation of the largest airline in the world as we look after people as they travel through life and experience a great deal of pride and happiness in doing so? You may be who you are at American.