Customer Service Manager, Baggage Airport Customer Operations

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• This job is a member of the Airports Team within the Customer Experience Division
• CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
• Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
• American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
• CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.

What you'll do

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
• Be a safety advocate: Look for safety concerns and address them as needed
• Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.
• Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
• Manage escalated service issues and be visible to your team members when problems arise
• Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
• Promote effective communication among departments to engage our team to work together to achieve common goals.
• Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency

Preferred Qualifications- Education & Prior Job Experience

• Previous airport customer service experience
• 2 years experience leading others
• Knowledge of company policies and procedures and functional automation applications

Skills, Licenses & Certifications

• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
• Ability to work extra hours when there are operational needs
• Ability to use sound business judgment to resolve issues with internal and external customers
• Ability to work independently as well as collaboratively
• Strong decision-making skills
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Ability to work rotating shifts including weekends, holidays and days-off
• Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to work under demanding operational conditions
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.