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

Responsibilities:

• 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
• Accept the fundamental principles of (passion, dedication, efficiency, dependability, reliability, dependability, optimism, honesty, positivism, and loyalty)

Customer Service Manager Types

To discover the typical CSM role categories for which you will be considered, read on.

Operations for clients/baggage

• Manage escalating customer service issues and maintain visibility among the Ramp and Baggage Operations team members.
• 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.
• In regular encounters with frontline team members and local union leaders, learn and use the laws and regulations of the union contract.

Care for clients

• Manage escalating customer service concerns in the terminal and maintain visibility among all Passenger Service team members.
• 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.
• In regular encounters with frontline team members and local union leaders, learn and use the laws and regulations of the union contract.

Administration

• Regularly examine station-specific data to enhance scheduling, training, and overall station performance.
• Engage in idle talk
• Recognize corporate objectives and how they relate to the local station, such as One Team and One Turn metrics.
• In regular encounters with frontline team members and local union leaders, learn and use the laws and regulations of the union contract.
• Produce local reporting based on the demands of the station leadership.

Workforce Administration

• Resolve challenging staffing issues with little supervision
• To swiftly examine the operation and decide the best course of action throughout the day, manage many software packages at once.
• Plan assignments for frontline team members to operate planes at gates in a flexible manner.
• Uses GS Realtime plus additional software (such as Prime, GETNG, SABRE) to determine and approve overtime, provide personnel inputs, and generate tour reports.

Control Point

• Oversees the operational planners who handle gate assignments, IRROP planning, and collaboration with regional agencies to ensure the station runs on time.
• Oversees the actions of AA staff members involved in aircraft movement
• Investigates and fixes any operational issues to guarantee adherence to AA operating guidelines.
• Communicates about the AA operational schedule with all local operating departments, as well as IOC, MOC, AA central loads, and outside organizations.

Requirements:

Minimum requirements include education and previous work experience.

• Equivalent to a high school diploma or GED

Prior work experience and education are preferred qualifications.

• Experience with customer service at airports
• 2 years of management experience
• Understanding of business policies, procedures, and practical automation software

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 or is capable of obtaining USPS clearance
• 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

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