Customer Service Manager, Airport Customer Experience

Are you a customer-centric individual with a passion for providing exceptional service? Do you have experience in managing a team and delivering top-notch customer experiences? If so, we want you to join our team as a Customer Service Manager for Airport Customer Experience at American Airlines. As a leading global airline, we value our customers and their experience above all else. In this role, you will lead a team of customer service agents to ensure a smooth and positive experience for our passengers at the airport. To be successful in this role, you must possess strong leadership skills, excellent communication abilities, and a deep commitment to delivering outstanding customer service. Join us and be a part of our mission to provide the best travel experience for all our customers.

Lead a team of customer service agents to provide exceptional service to passengers at the airport.
Foster a customer-centric culture within the team, emphasizing the importance of delivering top-notch customer experiences.
Develop and implement strategies to improve the overall customer experience at the airport.
Manage and train team members to ensure they have the necessary skills and knowledge to provide exceptional service.
Monitor and analyze customer feedback to identify areas for improvement and take necessary actions to address them.
Collaborate with other departments, such as operations and marketing, to ensure a seamless and positive customer experience.
Ensure compliance with company policies and procedures, as well as industry regulations.
Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
Develop and maintain relationships with key stakeholders, including airport staff and vendors, to ensure a smooth and efficient customer experience.
Stay updated on industry trends and best practices, and implement them to enhance the overall customer service experience.
Manage and maintain customer service metrics to track team performance and make necessary improvements.
Conduct regular performance evaluations and provide feedback to team members to foster their growth and development.
Act as a role model for the team, demonstrating exceptional customer service skills and professionalism.
Create and maintain a positive and inclusive work environment, promoting teamwork and collaboration among team members.
Uphold the company's values and mission of providing the best travel experience for all customers.

American Airlines is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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