Customer Service Manager Control Center

Apply now

Location: Charlotte
Job type: Permanent
Aircraft type:
Contact:
Sector: Airport
Job Role:

Location: Charlotte/Douglas Intl Apt (CLT-TRML)

Additional Locations: None

Requisition ID: 21421

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 Hubs & Gateways or Stations Team within the Customer Experience Division. This position will be ​responsible for providing support and leading our front-line employees during day-to-day airport operations.

Specifically, you’ll do the following:

* Supports management in the daily operation of the department and assists with employee training and evaluation

* Coordinates with all departments to ensure operational needs are met to achieve and assure a safe, efficient, economical and on-time operation with efficient utilization of available aircraft, facilities, equipment and personnel

* Coordinates station activities with SOC/MOC on cancellations, delays, equipment routing, crew issues, aircraft moves, etc

* Makes decisions concerning equipment changes, gate parking, passenger handling, cargo handling and accommodation, fueling, connections and other matters related to routine and delayed operations

* Operates the GMS (Gate Management System), which directly impacts station performance

* Monitors safety of ramp traffic operations and must have a clear understanding of ramp traffic management

* Completes and maintains required departmental records including agent performance and attendance

Qualifications

Required Qualifications

* ​High School diploma or GED equivalency

Preferred Qualifications

* ​​Airport customer service experience

* Experience leading a team

* Experience adhering to compliance standards in a heavily regulated work environment

* Knowledge of ASCENT program

* Understanding of FLIFO/weather, crew assignment and Air Traffic Control procedures

* ​​Ability to work independently with minimal supervision, as well as function effectively as a member of a team

* Ability to make decisions and work effectively under demanding operational conditions in a stressful environment

* Knowledge and understanding of company policies and functional automation applications

* Willing and able to work extra hours to meet operational needs

* Willing and able to work rotating shifts, including weekends and holidays

* Strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization

* Experience in both RES and DECS modes of Sabre and PC applications

* Has USPS clearance or the ability to obtain USPS clearance. USPS has a five year United States residency requirement

Additional Locations: None

Requisition ID: 21421

Nearest Major Market: Charlotte

Job Segment:
Service Manager, Manager, Marketing Manager, Customer Service, Management, Marketing, Aviation
Apply for this job

CV:





x
We use cookies Cookie policy. Our Privacy policy. Agree