Customer Service Manager, Airport Customer Care

American Airlines; Philadelphia (Philadelphia County); On-site; USD 45,000 - 75,000; Full time

Job summary

Join an established industry player as a Customer Service Manager at the airport. This role offers the chance to lead a dynamic team, ensuring safety and exceptional service while fostering a culture of respect and collaboration. You will be at the forefront of operational excellence, guiding your team through challenges and celebrating successes. With travel perks, health benefits, and a commitment to inclusion and diversity, this position not only enhances your career but also enriches your life. Embrace the opportunity to grow and make a difference in the world of aviation while enjoying the perks of being part of a global family.

Benefits

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Employee Assistance Program

Pet Insurance

Discounts

Qualifications

• High School diploma or GED required.
• Previous airport customer service experience preferred.

Responsibilities

• Drive operational excellence and ensure exceptional customer service.
• Manage escalated service issues and promote effective communication.

Skills

Leadership

Customer Service

Critical Thinking

Decision Making

Communication

Operational Management

Education

High School diploma or GED

Tools

Microsoft Office Suite

Job description

Customer Service Manager, Airport Customer Care

Posting Start Date: 2/12/25

Location: PHL AIRPORT GROUP 2 (PHL-TGR2)
Cities:
Requisition ID: 77522

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Why you'll love this job

• American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company.
• CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members.
• Being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
• CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values.
• This job is a member of the Airports Team within the Customer Experience Division.

What you'll do

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service.
• Be a safety advocate: Look for safety concerns and address them as needed.
• Establish team and individual goals in support of departmental and company objectives.
• Establishes and promotes effective relationships with team members.
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals.
• Ensure ongoing safety and reliability of our operation by conducting self-audits and observations.
• Promote effective communication among departments to engage our team.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure.
• Manage escalated service issues and be visible to your team members when problems arise.
• Deliver key corporate and local information to frontline leaders.
• Ability to learn and apply union contract rules/regs in daily interactions.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency.

Preferred Qualifications- Education & Prior Job Experience

• Previous airport customer service experience.
• 2 years experience leading others.

Skills, Licenses & Certifications

• Ability to bring out the best performance in the workforce.
• Ability to actively listen and understand the points being made.
• Critical thinking ability to identify strengths and weaknesses of alternative solutions.
• Ability to monitor and assess performance of self and team members.
• Strong decision-making skills.
• Ability to work independently as well as collaboratively.
• Ability to work under demanding operational conditions.
• Ability to prioritize and execute with a sense of urgency.
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance.
• Ability to work extra hours when there are operational needs.

What you'll get

• Travel Perks: Explore the world with your family and friends.
• Health Benefits: Access to health, dental, prescription, and vision benefits.
• Wellness Programs: Tools, resources, and support for your wellness.
• 401(k) Program: Available upon hire.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts.

Feel free to be yourself at American

Inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly? Feel free to be yourself at American.