Customer Service Manager, Airport Customer Experience

Job Summary:

American Airlines is seeking a dynamic and dedicated Customer Service Manager for our Airport Customer Experience team. In this pivotal role, you will oversee the delivery of exceptional customer service at our airport locations, ensuring that every passengers journey reflects the high standards of American Airlines. You will lead a team of customer service representatives, handle escalated issues, and implement strategies to enhance the overall airport experience for our passengers. This position demands strong leadership, problem-solving skills, and a commitment to excellence in customer service.

Key Responsibilities:

• Team Leadership: Manage and motivate a team of customer service representatives, providing guidance, support, and training to ensure a high level of performance and morale.
• Customer Experience Management: Oversee the daily operations at the airport, ensuring that all customer interactions are handled efficiently and with the utmost professionalism.
• Issue Resolution: Address and resolve escalated passenger complaints and issues in a timely and effective manner, ensuring customer satisfaction and adherence to company policies.
• Process Improvement: Analyze current service processes and implement improvements to enhance the customer experience, increase operational efficiency, and reduce service gaps.
• Collaboration: Work closely with other airport departments and airline staff to coordinate services, manage flight disruptions, and ensure a seamless passenger experience.
• Performance Monitoring: Track and report on key performance indicators related to customer service and operational efficiency, using data to drive decision-making and continuous improvement.
• Compliance: Ensure that all customer service operations adhere to airline regulations, safety standards, and company policies.

Required Skills and Qualifications:

• Proven leadership and team management skills with the ability to inspire and motivate a diverse group of employees.
• Excellent communication and interpersonal skills, with a strong focus on customer service and problem resolution.
• Strong organizational and multitasking abilities, with a keen attention to detail.
• Proficiency in using customer service and airline management software.
• Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and situations.

Experience:

• A minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role within the airline or travel industry.
• Demonstrated experience in managing teams, resolving complex customer issues, and improving service processes.

Working Hours:

• This position requires flexibility, including the ability to work evenings, weekends, and holidays as needed to support airport operations.

Knowledge, Skills, and Abilities:

• Knowledge: Understanding of airline operations, customer service best practices, and relevant regulations.
• Skills: Strong leadership, conflict resolution, and analytical skills.
• Abilities: Capability to handle high-pressure situations, manage multiple priorities, and maintain a positive and professional demeanor.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation and sick leave.
• Travel benefits for employees and their families.
• Opportunities for professional growth and career advancement within the company.

Why Join Us:

Joining American Airlines means becoming part of a global leader in the aviation industry committed to delivering world-class service. As a Customer Service Manager, you will have the opportunity to make a meaningful impact on our passengers travel experiences and contribute to a supportive and dynamic work environment. We value our employees and invest in their development, offering a range of benefits and career advancement opportunities to help you achieve your professional goals.

How to Apply:

To apply for this exciting opportunity, please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for the role. Applications can be submitted through our careers page on the American Airlines website or via email to us. We look forward to hearing from you and exploring how you can contribute to our team.