Job Type: Customer Service Manager from home
Location: Pennsylvania 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)
• The capacity to resolve challenging staffing challenges with little supervision
• Exceptional in communicating at all levels of the operation
• Able to control many software applications simultaneously, swiftly examine the operation, and decide on the best course of action for the day.
• 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.
• Being proactive and effective in managing your time
• 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

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 oneself, those on the team, and the operation in order to make changes 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.

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