Customer Service Manager

Location: Bradley Intl Apt (BDL-TRML)

Additional Locations: None

Requisition ID: 8408

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: 8408