American Airlines
Job Summary:
American Airlines is seeking a dynamic and customer-focused individual for the position of Customer Service Manager in the Airport Customer Experience team at our Las Vegas airport location. As the Customer Service Manager, you will play a key role in ensuring that our passengers experience the highest level of service while at the airport. You will lead a team of customer service agents, collaborate with other departments, and drive continuous improvements to enhance the overall airport experience. Your leadership will directly impact the operational success of American Airlines, contributing to our mission of delivering exceptional travel experiences.
Key Responsibilities:
- Lead and manage the daily operations of the Airport Customer Experience team to ensure consistent and efficient customer service.
- Oversee and support a team of customer service agents, providing guidance, training, and coaching to enhance their performance.
- Address and resolve customer concerns, complaints, and feedback in a professional and timely manner.
- Ensure adherence to all company policies, procedures, and safety regulations to maintain a safe and secure airport environment.
- Collaborate with airport operations, ground services, and other departments to ensure smooth and seamless operations at the airport.
- Monitor and manage customer service metrics, striving to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement strategies for improving the customer experience, including identifying areas for improvement and implementing corrective actions.
- Handle emergency situations and escalated issues in a calm and effective manner to minimize disruption and ensure customer satisfaction.
- Maintain a positive work environment that promotes team collaboration, engagement, and continuous improvement.
- Participate in recruitment and staffing activities to ensure the team is adequately staffed and trained.
Required Skills and Qualifications:
- Bachelors degree in Business, Management, or a related field (or equivalent experience).
- Minimum of 3-5 years of experience in customer service management or a related field, with at least 2 years in an airport or travel industry setting.
- Proven leadership skills with the ability to manage and motivate a team to achieve service excellence.
- Strong communication, problem-solving, and conflict resolution skills.
- Ability to work in a fast-paced environment, managing multiple tasks and priorities simultaneously.
- Excellent organizational skills and attention to detail.
- Proficient in using computer systems, customer service software, and MS Office applications.
- Ability to remain calm and professional during high-pressure situations.
- Knowledge of airport operations, safety regulations, and customer service best practices is a plus.
Experience:
- 3-5 years of experience in customer service management, with a demonstrated ability to lead and motivate a team.
- Experience in the airport, airline, or travel industry is highly preferred.
- A background in handling customer complaints, feedback, and issues in a professional and timely manner.
- Familiarity with operational management, including managing customer service metrics and KPIs.
Working Hours:
- Full-time position with a flexible schedule, including weekends, holidays, and evening shifts as required to ensure the smooth operation of the airport customer service function.
Knowledge, Skills, and Abilities:
- Customer Focus: Strong dedication to providing exceptional customer service and ensuring customer satisfaction.
- Leadership: Ability to inspire and lead a team of customer service agents to achieve their best performance.
- Communication: Excellent written and verbal communication skills, with the ability to effectively interact with customers, employees, and management.
- Problem Solving: Ability to handle difficult customer situations and resolve issues with tact, diplomacy, and efficiency.
- Team Collaboration: Ability to work well with others, both within and outside of the customer service department.
- Decision Making: Strong judgment and decision-making skills in complex, fast-paced situations.
- Operational Knowledge: Understanding of airport operations, flight schedules, security, and safety protocols.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive healthcare plans (medical, dental, vision).
- Paid time off (PTO), including vacation, sick days, and holidays.
- Retirement savings plans with company match.
- Employee travel benefits, including discounted flights and travel options.
- Career development opportunities and training programs to support professional growth.
- Access to wellness programs, including fitness memberships and mental health support.
Why Join American Airlines?
At American Airlines, we are committed to creating an environment where all of our employees can thrive. As a Customer Service Manager, you will have the opportunity to make a real impact on the travel experiences of millions of customers. We pride ourselves on being a diverse and inclusive organization, and we provide opportunities for growth and advancement within the company. If you are looking for a career that offers exciting challenges and opportunities to make a difference, American Airlines is the place for you.
How to Apply:
Interested candidates can apply directly through the American Airlines Careers portal. Please submit your resume and cover letter detailing your relevant experience and why you would be a great fit for this role. If you meet the qualifications and are passionate about customer service, we would love to hear from you.