Customer Service Manager Airport Customer Care

American Airlines Miami, Miami, FL
customer service manager customer care team safety operation customer service airlines operational people usps manager miami
June 2, 2023
American Airlines
Miami, Miami, FL
American Airlines is now hiring Customer Service Manager Airport Customer Care in Miami, FL. View job listing details and apply now. Location Miami Intl Apt MIA-TRML Additional Locations None Requisition ID 64959 Intro Are you ready to explore a world of possibilities both at work and during your time off Join our American Airlines family and youll travel the world grow your expertise and become the best version of you As you embark on a new journey youll 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 youll love this job 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 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 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 This job is a member of the Airports Team within the Customer Experience Division What youll do As noted above this list is intended to reflect the current job but there may be additional essential functions and certainly non-essential job functions that are not referenced Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so observing of course any legal obligations including any collective bargaining obligations 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 Be a safety advocate Look for safety concerns and address them as needed 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 Establishes and promotes effective relationships with team members that fosters compassion authenticity integrity respect and dignity Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner Ensure the ongoing safety and reliability of our operation by conducting self-audits observations root cause investigations and other related safety engagements Promote effective communication among departments to engage our team to work together to achieve common goals Familiarity with Joint Collective Bargaining Agreement JCBA and ensure team members adhere to corporate policyprocedure Embrace the core values Passion commitment efficiency reliability dependability optimism honesty positivity and loyalty Manage escalated service issues and be visible to your team members when problems arise 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 focuscriticality Ability to learn and apply union contract rulesregs in daily interactions with frontline team members and local union leaders All youll need for success Minimum Qualifications- Education amp Prior Job Experience High School diploma or GED equivalency Preferred Qualifications- Education amp Prior Job Experience Previous airport customer service experience 2 years experience leading others Knowledge of company policies and procedures and functional automation applications All youll need for success Skills Licenses amp Certifications Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment 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 Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions conclusions or approaches to problems Ability to monitor and assess performance of self team members and the operation to make improvements or take corrective action Strong decision-making skills Ability to work independently as well as collaboratively Ability to work under demanding operational conditions Ability to prioritize and execute with a sense of urgency and preciseness Ability to use sound business judgment to resolve issues with internal and external customers 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 Knowledge of Microsoft Office to include Word Excel PowerPoint Outlook etc 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 work rotating shifts including weekends holidays and days-off What youll get Feel free to take advantage of all that American Airlines has to offer Travel Perks Ready to explore the world You your family and your friends can reach 365 destinations on more than 6800 daily flights across our global network Health Benefits On day one youll have access to your health dental prescription and vision benefits to help you stay well And thats just the start we also offer virtual doctor visits flexible spending accounts and more Wellness Programs We want you to be the best version of yourself thats why our wellness programs provide you with all the right tools resources and support you need 401k Program Available upon hire and depending on the workgroup employer contributions to your 401k program are available after one year Additional Benefits Other great benefits include our Employee Assistance Program pet insurance and discounts on hotels cars cruises and more 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 lifes journey Feel free to be yourself at American Additional Locations None Requisition ID 64959

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