Full Time

Customer Service Manager – American Airlines Remote Jobs

Posted 11 months ago
Pennsylvania
$20 - $30 per hour

Job Description

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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