Customer Service Manager, Customer Service Recovery (Ft Worth, TX, US)

Location: Integrated Operations Ctr (DFW-IOC0) 
Additional Locations: None
Requisition ID: 30243 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Customer Planning Team within the Customer Experience Division. This position will be responsible for leading the customer service recovery efforts supporting the IOC, airports and additional departments during regular/irregular flight operations. Responsible for consulting and coordinating with Integrated Operations Control (IOC), Dispatch and various Service Recovery groups, and stations to make operational decisions to support Airport Customer Service needs, maintain customer recovery integrity and ensure excellent customer service is maintained throughout the event.

 

Specifically, you'll do the following:

• Communicates system irregularities to the appropriate parties; this could involve contacting Station GMs, Station Regional Directors, customer service recovery teams including SSC, DOD, Customer Relations, POCs, oGSC, etc. via various communication tools
• Consults/coordinates with IOC operational teams to make operational decisions and recommend customer friendly solutions when appropriate
• Assists stations and hubs with irregular operations to determine best solutions for customers when applicable
• Compiles and disseminates operational reports to various stakeholders
• Communicates and coordinates recovery efforts across many groups particularly with customer support departments
• Participates in daily ops conference calls
• Communicates detailed information affecting customer movement and provide to various groups including stations
• Escalates significant issues impacting customer, IROP events, Diversions
• Assists Dispatchers with station contact needs during diversions, engaging local customs/immigration and communicating APIS data when applicable
• Assists with proactive notification to customers and internal American departments

About The Job (Continued)

• Supports and participates in emergency handling processes during EMG Event and update WebEOC throughout the event as related to customer impact
• Handles AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays
• Coordinates with Airports & RES to accommodate disrupted passengers
• Manages inventory, including adding extra sections and equipment upgrades during flight cancellations
• Develops and suggests innovative solutions to customer service recovery issues real-time
• Must consistently promote corporate objectives and the RCA Strategy (Reliability Convenience and Appearance)

Qualifications

Required Qualifications

• High school diploma or GED equivalency
• Airport customer service experience
• Experience in management capacity, leading and developing others
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Work independently and interface with employees at all levels
• Team player and collaborator
• Performs well under stress
• Focuses on promoting effective service recovery solutions and efforts
• Collaborates with all work groups

 

Preferred Qualifications

• College degree or equivalent experiences
• Must be flexible and able to work schedule that requires to support 24X7 operation
• Operational and Customer Service experience

Additional Locations: None
Requisition ID: 30243 

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