Customer Service Manager, Customer Operations

American Airlines
Washington, DC
Mar 15, 2017
Mar 21, 2017
Full Time
Location: Reagan National Apt (DCA-TRML) Additional Locations: None Requisition ID: 5532 Job Description Customer Service Managers (CSM) plays a critical role in our day-to-day operations by leading and guiding our 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. Responsibilities for Customer Service Managers include: + Support station management in leading airport personnel to provide a superior customer service experience. + Lead and direct 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. + Establish and maintain effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity. + Promote a professional culture that is both socially responsible and ethical. + Provide the direction and appropriate support structure using effective resources to enable the team to deliver high performance. Core Competencies for Customer Service Managers include: + Planning and Organizing: The ability to prioritize and execute with a sense of urgency and preciseness. + Problem-Solving: Uses sound business judgment to resolve issues with internal and external customers. + Leadership & Teambuilding: The ability to bring out the best performance in the workforce through employee engagement, an inclusive working environment and effective communication. + Operational Proficiency: The 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. Job Qualifications + High School diploma or GED equivalent. + Previous airport customer service experience preferred. + Previous experience adhering to compliance standards in a heavily regulated environment. + Experience in leading a team preferred. + Ability to work independently as well as collaboratively. + Ability to communicate effectively through oral and written means. + Decisive and able to work under demanding operational conditions in a stressful environment. + Willing to work extra hours when there are operational needs, such as weather delays. + Willing to work rotating shifts including weekends, holidays and days-off. + Knowledge and understanding of company policies and procedures and functional automation applications. + Willing to take a pre-employment drug screening test. + Willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable. + Willing to produce current and unexpired Driver's License. * This job is subject to Department of Transportation (DOT) drug and alcohol testing. Your previous employers will be contacted to verify if you had any DOT drug violations and/or refusals to test for drugs or alcohol in the previous two year period. Your DOT required urine specimen will be tested for the following substances: Cocaine, Marijuana, PCP, Amphetamines and Opiates. Additional Locations: None Requisition ID: 5532

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