American Airlines Customer Service Manager, Customer Operations in Philadelphia, Pennsylvania

Additional Locations: None

Requisition ID: 10745

Job Description

Responsible for leading and guiding American Airlines employees to provide the most professional customer service in the industry. CSMs are the closest to our customers and our employees therefore pivotal in the interrelationships between the traveling public and our company as well as the growth and development of our front-line employees.

Principal Duties and Responsibilities

  • Supports the Station Manager in leading airport personnel to provide a superior customer service experience

  • Supervises employees who scan, transport, and sort mail, and who load and unload mail to and from ground equipment and aircraft

  • Leads and directs airport personnel to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations, including DOT, FAA and other government agencies

  • Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity

  • Promotes a professional culture that is both socially responsible and ethical

  • Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance

  • Performs other duties as required

Job Qualifications

Minimum Qualifications

  • High School diploma or GED equivalency

Preferred Qualifications

  • Previous airport customer service experience

  • Experience adhering to compliance standards in a heavily regulated environment required

  • Experience in leading a team

Knowledge, Skills & Abilities

  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.

  • Knowledge of company policies and procedures and functional automation applications

  • Ability to work independently as well as collaboratively

  • Ability to work under demanding operational conditions in a stressful environment

  • Ability to work extra hours when there are operational needs, such as weather delays

  • Ability to work rotating shifts including weekends, holidays and days-off

  • 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 bring out the best performance in the workforce through employee engagement, an inclusive working environment and effective communication

  • 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 effectively communicate with all levels both verbally and written

  • Must be able to obtain USPS clearance, which includes cleared drug screen, criminal history, fingerprinting and a 5-year US residency requirement

Additional Locations: None

Requisition ID: 10745

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.