Experienced Customer Service Manager - American Airlines, US - Remote Opportunity

Join a Culture of Excellence and Collaboration at American Airlines

Are you ready to explore a world of possibilities, both at work and in your free time? American Airlines is seeking a highly motivated and experienced Customer Service Manager to join our team in a remote capacity. As a Customer Service Manager, you will play a critical role in driving success and delivering exceptional customer experiences. Enjoy the freedom and flexibility of this remote role, and be part of a dynamic team that is passionate about safety, collaboration, leadership, and delivering quality products to our customers.

About American Airlines

At American Airlines, we're committed to creating a culture of excellence and collaboration. We're a team of diverse professionals who are passionate about delivering exceptional customer experiences and driving success. Our company is built on a foundation of core values, including energy, responsibility, proficiency, reliability, loyalty, good faith, genuineness, inspiration, and dedication. We're committed to fostering an inclusive workplace that values diversity and promotes common respect, trust, obligation, and basic beliefs.

Key Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer support, resulting in employee and customer safety and well-being.
• Be a safety advocate: Identify safety concerns and address them as needed.
• Establish team and individual goals that support departmental and company objectives; Mentor and guide frontline colleagues in skill development, customer service escalation, and company culture behaviors.
• Establish and promote effective relationships with colleagues that foster empathy, credibility, trustworthiness, respect, and dignity.
• Effectively allocate resources and provide suitable support to enable teams to achieve operational goals in a safe manner.
• Ensure the continuous safety and reliability of our operation by conducting self-audits, observations, root cause investigations, and other related safety initiatives.
• Promote effective communication among departments to engage our team to work together to achieve shared objectives.
• Experience with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure.
• Embody the core values: Energy, responsibility, proficiency, reliability, loyalty, good faith, genuineness, inspiration, and dedication.
• Manage elevated service issues and be visible to your colleagues when issues arise.
• Communicate key corporate and local information to frontline leaders in an efficient and effective manner. Set expectations and ensure colleagues understand the why behind the focus/criticality.
• Ability to learn and apply association contract rules/regulations in day-to-day interactions with frontline colleagues and local association leaders.

Essential Qualifications

• Bachelor's degree.
• 3 years of experience leading others.
• Knowledge of company policies and procedures and functional automation applications.
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive workspace.
• Ability to effectively listen - focusing entirely on what others are saying, taking time to understand the points being made, asking questions as appropriate.
• Critical reasoning - 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, colleagues, and the operation to make improvements or take corrective action.
• Strong thinking abilities.
• Ability to work independently as well as collaboratively.
• Ability to work under demanding operational circumstances.
• Ability to prioritize and execute with a sense of urgency and accuracy.
• 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 organizations to ensure essential requirements are met for a safe, efficient, on-time operation.
• Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance.
• Ability to work overtime when there are operational requirements.
• Ability to work rotating shifts, including weekends, holidays, and days off.

Preferred Qualifications

• Past airport customer service experience.

What You'll Get

At American Airlines, we offer a comprehensive benefits package that includes:

• Medical benefits: On your first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. We also offer virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: We believe you should be your best self - that's why our wellness programs provide you with 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, travel, and more.

Company Culture

At American Airlines, we're committed to creating an inclusive workplace that values diversity and promotes common respect, trust, obligation, and basic beliefs. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential, and creating an inclusive workplace that addresses and exceeds the needs of our diverse world.

Career Growth Opportunities

As a Customer Service Manager at American Airlines, you'll have opportunities for career growth and development. You'll be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving success. You'll have the chance to develop your skills and expertise, and advance your career in a company that is committed to fostering an inclusive workplace.

Compensation and Perks

We're offering a competitive salary of $26/hour for this role. In addition to the salary, you'll have access to a comprehensive benefits package, including medical benefits, wellness programs, 401(k) program, and additional benefits.

Ready to Apply?

If you're a motivated and experienced professional looking for a challenging and rewarding role, we want to hear from you. Apply now to join our team as a Customer Service Manager and be part of a dynamic company that is committed to delivering exceptional customer experiences and driving success.

This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now and take the first step towards a rewarding career at American Airlines!