Customer Service Manager, Airport Customer Care

American Airlines Philadelphia , PA 19107

Posted 2 months ago

Location: PHL AIRPORT GROUP 2 (PHL-TGR2)

Additional Locations: None

Requisition ID: 51596

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

  • 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 you'll 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 mentor's 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 policy/procedure

  • 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 focus/criticality

  • 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

All you'll need for success

Skills, Licenses & 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 you'll 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 6,800 daily flights across our global network.

  • 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.

  • 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.

  • 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 life's journey? Feel free to be yourself at American.

Additional Locations: None

Requisition ID: 51596

Nearest Major Market: Philadelphia

Job Segment: Service Manager, Manager, Customer Service, Management

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Donor Support Technician

CSL Behring LTD

Posted 2 days ago

VIEW JOBS 1/15/2022 12:00:00 AM 2022-04-15T00:00 Job Description Job Description Job Description Summary Responsible for preparing the donor, donor area and equipment for the pheresis process. Job Description Main Responsibilities 1. Prepares the autopheresis machine for the pheresis process. 2. Monitors the donor and the pheresis process, responds to specific alarms or signals that may occur during the process. 3. Disconnects the donor when the process is complete. 4. Maintains alertness and awareness to any reaction donor may have during or after the pheresis process and notifies appropriate staff. 5. Uses Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events. 6. Uses PDA to link equipment and soft goods used in the pheresis process to the appropriate donor. 7. Alerts Group Leader or Supervisor of donor flow issues. 8. Ensures the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs). 9. Understands the policies and procedures associated with hyper immune programs at the center if applicable. 10. Maintains clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions. 11. Maintains confidentiality of all personnel, donor and center information. 12. May be cross-trained in other areas to meet the needs of the business. 13. Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business. 14. Perform job-related duties as assigned. Education High school diploma or equivalent required Experience Minimum of three (3) months' work experience, preferably in medical or health provider environment or equivalent combination of education and experience Must be able to perform basic math calculations Working Conditions (physical & mental requirements) Ability to understand, remember and apply oral and/or written instructions Ability to understand and follow basic instructions and guidelines Must be able to see and speak with customers and observe equipment operation. Occasionally perform tasks while standing and walking up to 100% of time Reach, bend, kneel and have high level of manual dexterity Occasionally be required to lift and carry up to 25 pounds Fast paced environment with frequent interruptions Frequently exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens Required to wear Personal Protective Equipment while performing specific tasks or in certain areas Required to work overtime and extended hours to support center operational needs Note: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, veteran status, national origin or other legally protected classifications. Please note, we may not have an immediate need at the present time; however we are always interested in speaking to well qualified candidates for future openings. If you are interested in exploring a career with CSL, please apply. Someone will follow up depending on the current needs, but please be aware correspondence may not be immediate. CSL offers the following benefits for this full-time position, most are effective the first day of hire: Options for health care benefits, including choices of plans for medical and prescription drug, dental, and vision coverage; Company-provided basic life insurance and Short- and Long-Term Disability; the option to participate in CSL's 401(k) Savings Program; Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business; and paid observed holidays as designated by the Company. Please note, we may not have an immediate need at the present time; however we are always interested in speaking to well qualified candidates for future openings. If you are interested in exploring a career with CSL, please apply. We may have both full-time and part-time positions available. Someone will follow up depending on the current needs, but please be aware correspondence may not be immediate. About Us Our Benefits We encourage you to make your well-being a priority. It's important and so are you. Learn more about how we care at CSL. About CSL Plasma CSL Plasma is one of the world's largest collectors of human plasma. Our work helps to ensure that people with rare and serious diseases are able to live normal, healthy lives. We are committed to our work because lives depend on us. Learn more about CSL Plasma. We want CSL to reflect the world around us As a global organisation with employees in 35+ countries, CSL embraces diversity, equity and inclusion. Learn more about Diversity, Equity & Inclusion at CSL. Do work that matters at CSL Plasma! CSL Behring LTD Philadelphia PA

Customer Service Manager, Airport Customer Care

American Airlines