Customer Service – Stay At Home Jobs

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

Position Description:

American is seeking a goal-oriented Customer Service Manager (CSM) who wishes to advance their experience, skills, and network within the organization. Our leadership training will help you develop into the best leader you can be in the American workplace.
CSMs must lead, engage, coach, and develop front-line team members to ensure a safe, high-performing organization. You will be assisting your team’s efforts by establishing a safe, dependable operation while providing a great client experience.
Being energized by a fast-paced dynamic atmosphere, as well as being passionate about safety, teamwork, leadership, and delivering a great product to our customers, front-line employees, and vendors.
CSMs must create an environment that encourages mutual respect, trust, responsibility, and core values among our front-line team members while connecting people and improving lives on a daily basis.
This position is part of the Customer Experience Division’s Airports Team.

What you intend to do

• Promotes operational excellence while maintaining a safe atmosphere that encourages end-to-end great customer service, resulting in staff and customer safety and well-being.
• Be an advocate for safety: Check for safety issues and remedy them as necessary.
• Set team and individual goals to support departmental and company goals. Frontline team members are coached and mentored in skill development, customer service enhancement, and business cultural behaviors.
• Creates and encourages effective team interactions that foster compassion, authenticity, integrity, respect, and dignity.
• Allocates resources effectively and provides sufficient assistance to enable teams to meet operational goals in a safe manner.
• Conduct self-audits, observations, root cause investigations, and other associated safety activities to ensure the continuous safety and reliability of our operation.
• Encourage effective communication among departments in order to motivate our staff to collaborate in order to achieve common goals.
• Understand the Joint Collective Bargaining Agreement (JCBA) and ensure that team members follow corporate policy/procedure.
• Accept the following essential values: (passion, commitment, efficiency, dependability, optimism, honesty, positivity, and loyalty)
• As problems develop, manage escalated service concerns and make yourself visible to your team members.
• Distribute critical corporate and local information to frontline leaders in a timely and efficient manner. Establish expectations and ensure that team members understand why the focus/criticality is important.
• The ability to learn and apply union contract rules and regulations in daily interactions with frontline team members and local union leaders.

Everything you’ll need to succeed

• Education & Previous Work Experience-
• High School Diploma or GED Equivalency Prior customer service experience at an airport
• 2 years of leadership experience
• Understanding of company regulations and procedures, as well as functional automation applications Capability to bring out the best in employees through proactive employee engagement and support for an inclusive workplace
• Ability to actively listen – paying full attention to what others are saying, taking time to understand the points being made, and asking relevant questions
• Critical thinking ability is using logic and reasoning to recognize the advantages and disadvantages of various solutions, conclusions, or approaches to problems.
• Capability to monitor and appraise one’s own, team members’, and operation’s performance in order to improve or take corrective action
• Excellent decision-making abilities
• ability to work both individually and collaboratively
• Capability to function under stressful operating situations
• Ability to prioritize and execute with haste and precision
• Ability to manage issues with internal and external customers using solid business judgment
• Capability to coordinate station activities and interact with multi-functional departments and agencies to ensure critical needs are fulfilled for a safe, efficient, and on-time operation
• Knowledge with Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook is required.
• Has or has the ability to receive Postal clearance. USPS requires a five-year residency in the United States.
• Ability to work beyond hours as operational needs arise
• Capability to perform alternate shifts on weekends, holidays, and days off