Join the American Airlines Family and Elevate Your Career as a Customer Service Manager
Are you ready to embark on a journey of growth and opportunities? Do you thrive in fast-paced environments and have a passion for delivering exceptional customer experiences? Look no further than American Airlines, where we're seeking a talented Customer Service Manager to join our team in Chicago, USA. As a key member of our Client Experience Division, you'll play a vital role in driving operational excellence, leading teams, and fostering a culture of safety, collaboration, and customer satisfaction.
About American Airlines and Our Culture
At American Airlines, we're dedicated to creating a workplace where our team members can thrive and be their authentic selves. We value diversity, equity, and inclusion, and strive to create an environment where everyone feels welcome and supported. Our culture is built on the foundation of our core values: Energy, Responsibility, Efficiency, Reliability, Loyalty, Optimism, Honesty, and Dedication. We're committed to providing opportunities for growth and development, as well as a comprehensive benefits package to support our team members' well-being.
Job Summary
We're seeking a highly motivated and experienced Customer Service Manager to lead our teams in delivering exceptional customer experiences. As a Customer Service Manager, you'll be responsible for driving operational excellence, leading and developing teams, and fostering a culture of safety, collaboration, and customer satisfaction. If you're a natural leader with a passion for customer service and a talent for developing teams, we want to hear from you!
Key Responsibilities
- Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer support
- Be a safety advocate: Identify and address safety concerns as needed
- Establish team and individual goals that support departmental and company objectives; mentor and guide frontline colleagues in skill development, customer service excellence, and company culture behaviors
- Establish and promote effective relationships with colleagues that foster empathy, credibility, trustworthiness, respect, and dignity
- Effectively allocate resources and provide support to enable teams to achieve operational goals in a safe manner
- Ensure the continuous safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety activities
- Promote effective communication among departments to engage our team in working together to achieve shared goals
- Manage raised service issues and be visible to your colleagues when issues arise
- Communicate key corporate and local information to frontline leaders in a timely and effective manner
Requirements and Qualifications
Essential Qualifications:
- Bachelor's degree
- 3 years of experience leading others
- Knowledge of company policies and procedures and functional automation applications
Preferred Qualifications:
- Past airport customer care experience
- Experience with Joint Collective Bargaining Agreement (JCBA)
- Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook
Skills and Competencies
- Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive work environment
- Effective listening skills: ability to focus intently on what others are saying, taking time to understand the points being made, and asking questions as needed
- Decisive reasoning ability: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
- Ability to monitor and evaluate performance of self, colleagues, and the operation to make improvements or take corrective action
- Strong analytical skills
- Ability to work autonomously and 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
What We Offer
Compensation and Benefits:
- $26/hour salary
- Comprehensive benefits package, including medical, dental, prescription, and vision benefits
- 401(k) program with company match
- Employee assistance program
- Pet insurance and discounts on hotels, cars, and travel
Growth and Development Opportunities:
- Opportunities for career growth and advancement
- Professional development and training programs
- Leadership development programs
Why Join American Airlines?
At American Airlines, we're committed to creating a workplace where our team members can thrive and be their authentic selves. We value diversity, equity, and inclusion, and strive to create an environment where everyone feels welcome and supported. Our culture is built on the foundation of our core values: Energy, Responsibility, Efficiency, Reliability, Loyalty, Optimism, Honesty, and Dedication. We're committed to providing opportunities for growth and development, as well as a comprehensive benefits package to support our team members' well-being.
How to Apply
If you're a motivated and experienced customer service professional looking for a new challenge, we want to hear from you! Apply now to join our team as a Customer Service Manager and take the first step towards an exciting and rewarding career with American Airlines.
Apply Now