Customer Service Manager – Airport Customer Experience ID-7538

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Job Description

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Job Summary:

American Airlines is seeking an experienced and dynamic Customer Service Manager to lead our Airport Customer Experience team. This role is pivotal in ensuring the highest level of service for our passengers at the airport, driving exceptional customer satisfaction, and fostering a culture of excellence within our team. The Customer Service Manager will oversee the day-to-day operations of our customer service staff, handle complex passenger issues, and work collaboratively with other airport departments to deliver a seamless and enjoyable travel experience.

Key Responsibilities:

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  • Lead, mentor, and manage a team of customer service representatives to deliver outstanding service to passengers.
  • Develop and implement strategies to improve the overall passenger experience at the airport.
  • Address and resolve escalated customer complaints and concerns with empathy and efficiency.
  • Monitor and analyze service performance metrics, making data-driven decisions to enhance customer service operations.
  • Collaborate with airport operations, ground services, and other departments to ensure smooth and coordinated service delivery.
  • Conduct regular training and development sessions to ensure staff are well-versed in company policies, procedures, and customer service excellence.
  • Oversee the implementation of new technology and processes to improve operational efficiency and customer satisfaction.
  • Ensure compliance with all company policies, safety regulations, and industry standards.

Required Skills and Qualifications:

  • Proven leadership and management skills with a strong focus on customer service excellence.
  • Excellent verbal and written communication skills, with the ability to interact effectively with passengers, staff, and other stakeholders.
  • Strong problem-solving abilities and the capacity to handle complex and sensitive situations with professionalism.
  • Proficiency in using customer service and airport management software systems.
  • Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
  • High level of organizational and time-management skills.

Experience:

  • Minimum of 5 years of experience in customer service management, preferably within the airline or travel industry.
  • Demonstrated experience in leading and developing a team in a customer-focused environment.
  • Previous experience working in an airport or with airport operations is highly desirable.

Working Hours:

  • This is a full-time position with a rotating schedule, including weekends, holidays, and variable shifts, to ensure 24/7 coverage as required.

Knowledge, Skills, and Abilities:

  • In-depth understanding of airport operations and the airline industry.
  • Strong analytical skills and the ability to interpret data to drive decision-making.
  • Ability to build and maintain strong relationships with passengers, staff, and partners.
  • Proficiency in conflict resolution and customer satisfaction strategies.
  • Knowledge of regulatory and compliance standards relevant to airport operations.

Benefits:

  • Competitive salary and performance-based bonuses.
  • Comprehensive health, dental, and vision insurance plans.
  • Retirement savings plan with company match.
  • Paid time off, including vacation, sick leave, and holidays.
  • Employee travel benefits and discounts.
  • Professional development and career advancement opportunities.

Why Join:

At American Airlines, we are dedicated to providing our customers with an exceptional travel experience and believe that our employees are the key to achieving this goal. By joining our team, you will be part of a globally recognized airline committed to innovation, excellence, and creating a positive work environment. We offer a collaborative and supportive culture where your contributions are valued, and there are opportunities for growth and advancement.

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