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Customer Service Manager, Airport Customer Experience Administration ID-6389

About the position

The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation while delivering exceptional customer service. This role involves fostering a positive work environment, promoting safety, and achieving operational goals through effective coaching and resource allocation. The CSM will also engage in continuous improvement initiatives and uphold the company's core values.

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Responsibilities

  • Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service.
  • Act as a safety advocate by identifying and addressing safety concerns.
  • Establish team and individual goals aligned with departmental and company objectives; coach and mentor frontline team members.
  • Promote effective relationships with team members that foster compassion, integrity, and respect.
  • Allocate resources effectively to support teams in achieving operational goals safely.
  • Conduct self-audits and safety engagements to ensure ongoing safety and reliability of operations.
  • Facilitate effective communication among departments to achieve common goals.
  • Ensure adherence to corporate policies and procedures, including the Joint Collective Bargaining Agreement (JCBA).
  • Analyze station-specific data to improve scheduling, training, and overall performance.
  • Conduct lost time conversations and understand corporate initiatives relevant to the local station.

Requirements

  • High School diploma or GED equivalency.
  • Previous airport customer service experience preferred.
  • At least 2 years of experience leading others.
  • Knowledge of company policies and procedures and functional automation applications.

Nice-to-haves

  • Ability to engage and support an inclusive working environment.
  • Strong critical thinking and decision-making skills.
  • Proficiency in Microsoft Office applications.

Benefits

  • Travel perks for you and your family to explore 365 destinations.
  • Health benefits including dental, vision, and prescription coverage from day one.
  • Access to wellness programs and resources.
  • 401(k) program with employer contributions after one year.
  • Employee Assistance Program, pet insurance, and discounts on hotels and travel.
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