No experience
Employment Type:
Full time
Job Category:
Customer Service
Customer Service Manager, Customer Operations - PHL
American Airlines | Philadelphia, Pennsylvania
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Job Description

Additional Locations: None
Requisition ID: 1902 

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.

Job Description (Contiued)

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

  • Previous airport customer service experience preferred.
  • Previous experience adhering to compliance standards in a heavily regulated environment required.
  • 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.

Additional Locations: None
Requisition ID: 1902 

About American Airlines

American Airlines is the world's largest airline. American, American Eagle and the AmericanConnection(R) airlines serve 250 cities in over 40 countries with more than 4,000 daily flights. The combined network fleet numbers more than 1,000 aircraft. American's award-winning Web site, AA.com, provides users with easy access to check and book fares, plus personalized news, information and travel offers. American Airlines is a founding member of the oneworld(R) Alliance, which brings together some of the best and biggest names in the airline business, enabling them to offer their customers more services and benefits than any airline can provide on its own. Together, its members serve nearly 700 destinations in over 140 countries and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are subsidiaries of AMR Corporation.

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