Full Time
Customer Service Manager – American Airlines Remote Jobs
Job Description
Job Type: Customer Service Manager from home
Location: Texas work from home
Company: American Airlines
Responsibilities:
- Drives operational excellence while maintaining a safe atmosphere that fosters end-to-end great customer service, resulting in the safety and well-being of employees and customers
- Advocate for safety: Examine any safety issues and take necessary action.
- To complement departmental and corporate goals, establish team and individual goals; guides and coaches frontline team members in business culture behaviors, skill development, and customer service improvement.
- Creates and fosters connections with teammates that are productive and that promote kindness, authenticity, integrity, respect, and dignity.
- Allocating resources wisely and offering the right kind of assistance enables teams to accomplish operational objectives in a secure way.
- By doing self-audits, observations, root cause analyses, and other associated safety activities, we may maintain the continued safety and dependability of our operation.
- Encourage excellent departmental communication to inspire cooperation among members of our team in pursuit of shared objectives.
- Understanding of the Joint Collective Bargaining Agreement (JCBA) and ensuring that team members follow business policy and procedure
- Adopt the following essential principles: (passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
- Able to resolve complicated staffing concerns with little supervision
- An effective communicator at all levels of the operation
- Able to manage numerous software applications simultaneously, swiftly analyze the operation, and choose the best course of action throughout the day.
- Organize tasks for frontline team members to perform when working flights at gates.
- Uses GS Realtime and other systems (such as Prime, GETNG, SABRE) to find overtime and give it, as well as to provide staffing inputs and tour reports.
- Taking initiative and managing time effectively
- Having the capacity to put forth extra time as necessary for operations
- Being able to work varying shifts, including weekends, holidays, and rest days
Requirements:
Education and prior work experience are the minimum requirements.
- GED equivalent or high school diploma
Education and prior work experience are preferred qualifications.
- Prior customer service experience at airports
- Two years of experience managing people
- Understanding of organizational policies, procedures, and practical automation applications
Credentials, Permits, and Certifications
- Possibility of encouraging proactive employee engagement and an inclusive work environment to bring out the best performance in the workforce
- Active listening skills include paying close attention to what others are saying, understanding their ideas, and, when necessary, raising questions.
- Using logic and reasoning, one can evaluate the merits and shortcomings of potential conclusions, solutions, or approaches to issues.
- Ability to evaluate and track one’s own performance as well as that of the team and the operation in order to improve or make corrections.
- Strong ability to make decisions
- Ability to work independently and with others
- Possibility of working in challenging operating environments
- Ability to prioritize tasks and carry them out with accuracy and precision
- Being able to utilize good business judgment to deal with problems with both internal and external customers
- Ability to plan station activities and work with departments and organizations with a variety of functions to meet operational requirements in a safe, effective, and timely manner
- Understanding of Microsoft Office, including Word, Excel, PowerPoint, and Outlook, among others.
- Possesses USPS clearance or the capacity to acquire USPS clearance.
