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

Location: Integrated Operations Ctr (DFW-IOC0) 
Additional Locations: None
Requisition ID: 22948 

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 job will be responsible for leading the customer service recovery efforts supporting the IOC, airports and additional departments during regular/irregular flight operations.  

 

Job Purpose

Responsible for directing system issues as it affects the customer, providing guidance regarding regular/irregular flight operations.  Consults and coordinates with Integrated Operations Center (IOC), Dispatch and various Service Recovery groups and stations to make operational decisions to support Airport Customer Service needs, maintain customer recovery integrity and promote revenue protection throughout the system.

 

Specifically, you’ll do the following:

• Communicates system irregularities to the appropriate parties 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 operations conference calls. Communicate detailed information affecting customer movement and provide to various groups including airports
• Escalate significant issues impacting customer such as IROP events, diversions, etc…
• Assist Dispatchers with station contact needs during diversions, engaging local customs/ immigration, and communicating APIS data when applicable
• Assist with proactive notification in regards to weight-restriction notification and assist with field conditions reporting when appropriate
• Support and participate in emergency handling processes during emergency events and update WebEOC tool throughout the event as related to customer impact
• Handle AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays
• Coordinate with Airports & Reservations to accommodate disrupted passengers.
• Manage inventory, including adding extra sections and equipment upgrades during flight cancellations
• 25% travel required

 

Qualifications

 

Minimum Qualifications

• College degree or equivalent training or experiences preferred
• Airport and Customer Service experience  preferred

 

Preferred Qualifications

• College degree or equivalent  experiences preferred
• Demonstrated leadership abilities including effective verbal, written, and interpersonal skills
• Highly approachable and professional demeanor is critical
• Experience in management capacity, leading and developing others
• Must be able to work independently, and interface with employees at all levels
• Must be a team player and collaborator with the ability to perform well under stress
• Must be focused on promoting effective service recovery solutions and efforts
• Must consistently promote corporate and department objectives
• Must be flexible and able to work schedule that requires to support 24X7 operation
• International Airport Operational Knowledge
• Ground Security Coordinator and Complaint Resolution Experience or Qualified.

 

Core Competencies

• Ability to Problem Solve
• Ability to Collaborate
• Effective verbal, written, and interpersonal skills
• Highly approachable and professional demeanor is critical
• Decision making / Creative Problem Solving
• Strong Teamwork
• Ability to overcome objections
• Computer program efficiency in operating

 

Additional Locations: None
Requisition ID: 22948 

Apply Now