Job summary
Job post source
This job is directly from American Airlines
Job overview
The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members while ensuring a safe and high-performing operation, ultimately enhancing customer experience.
Responsibilities and impact
Daily responsibilities include driving operational excellence, coaching team members, managing escalated service issues, and promoting effective communication among departments to achieve common goals.
Compensation and benefits
Employees enjoy travel perks, health benefits from day one, wellness programs, a 401(k) program with employer contributions after one year, and additional benefits like pet insurance and discounts.
Experience and skills
Minimum qualifications include a high school diploma or GED, with preferred qualifications of previous airport customer service experience and two years of leadership experience.
Career development
The role offers opportunities for professional growth through leadership programs and skill development within the American Airlines organization.
Work environment and culture
American Airlines promotes an inclusive and diverse work environment, emphasizing core values such as safety, teamwork, and customer service excellence.
Company information
American Airlines is the largest airline in the world, known for its extensive global network and commitment to customer service and operational excellence.
Team overview
The CSM will be part of the Airports Team within the Customer Experience Division, focusing on developing team members and fostering a collaborative environment.
Job location and travel
The position is based at an airport location, with requirements for flexibility in working hours including weekends and holidays.
Unique job features
The role distinguishes itself by offering travel perks, a strong emphasis on employee engagement, and a commitment to safety and operational excellence.
Company overview
American Airlines is a major U.S. airline headquartered in Fort Worth, Texas, and is one of the largest airlines in the world by fleet size and revenue. The company operates an extensive network of domestic and international flights, serving over 350 destinations in more than 50 countries. American Airlines generates revenue primarily through passenger ticket sales, cargo services, and ancillary fees such as baggage and seat selection. Founded in 1930, the airline has a rich history, including its role in the development of the modern airline industry and its mergers with other carriers like US Airways in 2013.
How to land this job
Tailor your resume to highlight your leadership experience, particularly in customer service and team development, as these are crucial for the Customer Service Manager role at American Airlines.
Emphasize your ability to drive operational excellence and safety, showcasing any relevant experience in coaching and mentoring frontline team members to enhance customer service.
Apply through multiple platforms, including the American Airlines corporate site and LinkedIn, to maximize your chances of being noticed for this position.
Connect with individuals in the Airport Customer Care division on LinkedIn to learn more about the role and the company culture. Ice breakers could include asking about their favorite aspect of working at American Airlines or inquiring about their experiences with team development initiatives.
Optimize your resume for ATS systems by incorporating key phrases from the job description, such as 'operational excellence,' 'customer service,' and 'team leadership,' to ensure your application passes initial screenings.
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