American Airlines: Customer Service Manager, Cargo
Operations- MIA - (1604404)
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COMPANY NAME:
American Airlines
JOB TITLE:
Customer Service Manager, Cargo Operations- MIA
COMPANY DESCRIPTION:
American Airlines and American Eagle offer an average of
nearly 6,700 flights per day to nearly 350 destinations in more than 50
countries. American has hubs in Charlotte, Chicago, Dallas/Fort Worth, Los
Angeles, Miami, New York, Philadelphia, Phoenix, and Washington, D.C. American
is a founding member of the oneworld alliance, whose members and members-elect
serve nearly 1,000 destinations with 14,250 daily flights to 150 countries.
DESCRIPTION/RESPONSIBILITIES:
There are five major job responsibilities for Customer
Service Managers:
Provide Quality Service and Achieve Superior Customer
Satisfaction
* Resolve
customer service and operational problems during tour of duty
* Work in
operation during peak or irregular periods
* Spend
majority of time in the operation, interacting with customers and employees
* Prepare
customer correspondence
* Use
cross-functional teams to generate and implement quality improvement ideas
* Evaluate
team performance through corporate quality control measurements, such as
observations, CSI feedback, CSA data and customer complaints and compliments
Meet Profitability and Cost Control Goals
* Develop and
monitor budgets and spending
* Actively
seek cost reduction ideas
* Monitor lost
time and administer the Attendance Control Policy
Ensure Compliance with all Operations, AA Safety, FAA and
Other Government Requirements during Tour of Duty
* Investigates
discrepancies and compiles statistical data for compliance purposes
* Write delay
analysis and irregularity reports and complete OS1 documentation
Provide Team Members with Fair and Equitable Treatment
* Coach and
counsel personnel and provide guidance to team on customer service and
performance issues
* Conduct
performance reviews for team members on a regular basis
* Document
employee performance using Peak Performance through Commitment (PPC)
* Encourage
employee teamwork to generate and implement individual and team's best ideas
* Respond to
employees' professional and personal issues
* Conduct
investigations and Boards of Inquiry (BOI) and, when necessary, dismiss employees
for performance or attendance issues
Run an Effective Operation
* Communicate
with managers, peers and team members, both within their immediate department,
as well as with other departments
* Administer
company policies and procedures
* Provide team
with necessary tools, resources and training to meet or exceed all operational
performance goals
* Involve all
team members in determination of operational improvements
* Coordinate
operation including scheduling, hiring, training, inventory, etc.
REQUIRED SKILLS:
* Must be able
to lead and motivate employees in working as a team
* Must be
decisive and be able to work under demanding operational conditions in a
stressful environment
* Must have
excellent oral and written communication skills, leadership, initiative and
judgment
* Must
demonstrate strong administrative and analytical abilities
* Must be
willing to work outdoors in any weather conditions in accordance to AA Safety
Guidelines
* Must be willing
to work extra hours when there are operational needs, such as weather delays
* Ability to
work rotating shifts including weekends, holidays and days-off
* Must be able
to become certified Ground Security Coordinator (GSC), if applicable
* Prior Airport Services experience preferred
* Knowledge of
company policies and procedures, applicable SABRE and other functional
automation knowledge
* Must be
willing to take a pre-employment drug screening test
* Must be
willing to undergo comprehensive background and/or fingerprint checks to
satisfy security requirements, if applicable
BENEFITS:
INDUSTRY: Transportation
JOB CATEGORY: Sales (Customer Service, Telemarketing,
Retail)
v2 JOB CATEGORY: Sales and Sales Related EMPLOYMENT TYPE:
PERMANENT
FULLTIME/PARTTIME: FULLTIME
JOB PAYMENT:
SALARY RANGE: 0 - 0
% TRAVEL INCLUDED:
% TELECOMMUTE:
JOB START DATE:
JOB END DATE:
EDUCATION:
--LOCATION OF JOB--
COUNTRY: USA
STATE/PROVINCE: FL
CITY: Miami
AREA CODE:
ZIP CODE: 33101
JOB# (REQUISITION NO): 1604404
CONTACT NAME: AA Recruiter
CONTACT EMAIL ADDRESS: noreply@aa.com
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