customer service manager

Service Side LLC

Overview:Service Side Mechanical is currently seeking a Customer Service Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Customer Service Manager will oversee the daily operations of our call center, ensuring efficient and effective customer service delivery. The successful candidate will lead a team of customer service representatives, provide coaching and training, and implement strategies to improve customer satisfaction and operational performance.Service Side Mechanical started 12 years ago looking to make an impact on the National Commercial HVAC industry by paying close attention to detail. We've grown to 17 locations across Florida, Georgia, Alabama, Texas, Indiana, Illinois, New York and California, with our headquarters located in Orlando, FL, servicing customers every day and continuing to grow into the industry standard for all things HVAC. Making servicing others our priority, we constantly develop our skills and experience to efficiently and professionally deliver unbeatable service.The candidate must be located within a commutable distance to downtown Orlando Florida. This is an office-based position.What's In It For Me?<ul><li>Salary Range ($55,000-85,000) depending on experience</li><li>Robust PTO Plan</li><li>Health, Vision and Dental plans for you and your family</li><li>Life Insurance, Short-Term and Long-Term Disability</li><li>Continuous Training for your Professional Development</li><li>Working in a dynamic, collaborative, and fun environment</li></ul>Coached and supported career growthResponsibilities:What Will I Do?<ul><li>Leadership and Management:</li><li>Supervise and manage the call center staff, including hiring, training, and performance evaluation.</li><li>Foster a positive and collaborative team environment.</li><li>Customer Service Excellence:</li><li>Develop and implement customer service policies and procedures.</li><li>Monitor call center metrics and KPIs to ensure high levels of customer satisfaction and efficiency.</li><li>Handle escalated customer issues and provide solutions in a timely manner.</li><li>Operational Efficiency:</li><li>Manage scheduling, staffing, and resources</li><li>Analyze call center data and reports to identify trends and areas for improvement.</li><li>Implement technology and process improvements to enhance operational efficiency.</li><li>Training and Development:</li><li>Develop training programs and materials for new hires and ongoing staff development.</li><li>Conduct regular training sessions and workshops to enhance team skills and knowledge.</li><li>Reporting and Analysis:</li><li>Prepare and present regular reports on call center performance, including metrics on call volume, response time, and customer feedback.</li><li>Use data analysis to drive strategic decision-making and continuous improvement.</li></ul>Qualifications:Do I Have What it Takes?<ul><li>Bachelor&rsquo;s degree in business administration, Communications, or related field.</li><li>Proven experience in call center management in HVAC services is highly preferred</li><li>B2B in National Accounts experience will be beneficial for this position</li><li>Strong leadership and team management skills a must.</li><li>Excellent communication and interpersonal skills.</li><li>Proficiency in call center software and CRM systems.</li><li>Analytical mindset with the ability to interpret data and make data-driven decisions.</li><li>Ability to handle stressful situations and resolve conflicts effectively.</li></ul>Job Type: Full-timePay: $55,000.00 - $85,000.00 per yearBenefits:<ul><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Customer Service Manager

ADIB - Abu Dhabi Islamic Bank

<div>
 
 
 
 Role&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; : Customer Service Manager
 
 
 
 Location :
 
 Abu Dhabi &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
 
 
 
 Role Purpose:
 
 
 
 Deliver Excellent customer service in accordance with agreed standards&nbsp;
 
 &nbsp;&nbsp;&nbsp;&nbsp;
 
 
 Key Accountabilities of the role&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;
 
 
 &nbsp;
 
 
 <ul>
 <li>
 Responsible to close customer complaints and ensure that customer is satisfied with the service provided
 </li>
 <li>
 Respond to customer service issues in a timely manner
 </li>
 <li>
 Leading a team of customer service officers to handle customer complaints, retention of customers
 </li>
 <li>
 Responsible for training the customer service agents on guidelines, procedures and service delivery
 </li>
 <li>
 Ensure TAT is adhered to and where possible exceed customer expectations including response time
 </li>
 <li>
 Co-ordinate and liaise with other departments in a professional manner
 </li>
 <li>
 Deliver right levels of service skills support &nbsp;to the customer service agent&nbsp;
 </li>
 <li>
 Participate in regular review and development meeting with key stakeholders
 </li>
 <li>
 Ensure compliance with bank policies
 </li>
 <li>
 Retain customers in line with the pricing matrix
 
 &nbsp;
 </li>
 </ul>
 
 
 
 &nbsp;
 
 
 
 
 
 Specialist Skills / Technical Knowledge Required for this role:
 
 
 &nbsp;
 
 
 <ul>
 <li>
 
 
 Customer service skills in order to resolve customer complaints
 
 
 </li>
 <li>
 Display flexibility in dealing with clients and other team members
 </li>
 <li>
 Excellent problem solving skills
 </li>
 <li>
 Excellent communication skills
 </li>
 <li>
 Excellent&nbsp; negotiation skills&nbsp;
 </li>
 <li>
 Ad-hoc problem handling&nbsp;
 </li>
 <li>
 Very good training skills
 </li>
 <li>
 2 years experience
 </li>
 </ul>
</div>

DP World

<div>We are looking for a Customer Service Manager to join our team in Kocaeli, T&uuml;rkiye. This role offers the opportunity to drive operational excellence and contribute to our commitment to world-class logistics solutions.
Responsibilities:<ul><li>
Ensure timely and accurate service requests from customers are received and fulfilled.</li><li>
Plan and distribute duties among customer service specialists, monitor their development, and take corrective/preventive actions.</li><li>
Monitor invoicing processes to ensure they align with customer expectations and company financial structures.</li><li>
Ensure regular reconciliation of invoices and timely collections.</li><li>
Coordinate with relevant units to initiate legal proceedings in case of disputes in customer account collections.</li><li>
Lead and manage a team, promoting collaboration and ensuring goal alignment.</li><li>
Act as an ambassador for DP World, promoting positive behaviors and ensuring safety and compliance with company policies.</li><li>
Achieve assigned work targets and participate in development programs.</li><li>
Comply with occupational health and safety rules and act environmentally sensitive.</li><li>
Regularly visit Customs and Logistics companies to identify needs and coordinate actions for improvement.</li><li>
Ensure coordination with the Customs Directorate and adapt to legislative changes.</li><li>
Monitor customer service requests, record issues in the CRM system, and lead corrective/preventive actions.</li><li>
Ensure compliance with information security policies and manage related activities.</li><li>
Coordinate information security awareness, incident monitoring, and audit activities.</li></ul>
Profile: 
<ul><li>
Bachelor's degree in relevant fields.</li><li>
At least 5 years in a similar position.</li><li>
Fluent Turkish and English language skills.</li><li>
Knowledge of customs legislation and practices.</li><li>
Proficient in SAP SD-FI, CRM, and Microsoft Office programs.</li><li>
Ability to effectively convey information, listen actively, and engage with customers and team members.</li><li>
Strong analytical skills to identify issues, develop solutions, and implement corrective actions to enhance customer satisfaction.</li></ul> 
Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.
About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world&rsquo;s trade flow better, changing what&rsquo;s possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 120,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that&rsquo;s fit for the future.
We&rsquo;re rapidly transforming and integrating our businesses - Ports and Terminals, Marine Services, Logistics and Technology &ndash; and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.
What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we&rsquo;re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer&rsquo;s door.
WE MAKE TRADE FLOW
To Change What's Possible For Everyone</div>

Beckman Coulter Diagnostics

<div>
 Danaher Corporation Overview
 
 
 Danaher is a global science &amp; technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&amp;P 500 by more than 1,200% over 20 years.
 
 
 At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We&rsquo;re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you&rsquo;ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
 
 
 Beckman Coulter Overview
 
 
 Beckman Coulter develops, manufactures and markets products that simplify, automate and innovate complex biomedical testing. Our diagnostic systems are found in hospitals and other critical care settings around the world and produce information used by physicians to diagnose disease, make treatment decisions and monitor patients. Scientists use our life science research instruments to study complex biological problems including causes of disease and potential new therapies or drugs. Beckman Coulter is an operating company of Danaher Corporation.
 
 
 Beckman Coulter offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits. We think you'll like what you&rsquo;ll see.
 
 
 Beckman Coulter is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
 
 
 
 Job Description
 
 
 
 Role and Responsibilities
 
 
 The role of this position is to manage the Customer Service Department activities and support the commercial Growth of Saudi market. The manager should be a good team leader, a role model, and must solve problems, make informed decisions, and manage the department wisely in order to achieve maximum results. In this role he/she will be a sales enablement responsible for the management of channel partners and direct customer orders and timely revenue recognition.
 
 
 
 Job Requirements Include
 
 
 
 <ul>
 <li>
 Oversee daily Customer Service operations to ensure optimal performance, efficiency, and service quality.
 </li>
 <li>
 Lead, coach, and mentor Customer Service Associates, fostering a collaborative, high-performance, and development-driven environment.
 </li>
 <li>
 Continuously review, map, and improve departmental processes to enhance efficiency, productivity, and compliance.
 </li>
 <li>
 Implement and manage Daily Management tools, including backlog monitoring and revenue recognition analysis.
 </li>
 <li>
 Collaborate closely with Commercial, Operations, Planning, Logistics, and other cross-functional teams to support business growth and continuous improvement initiatives.
 </li>
 <li>
 Support commercial forecast accuracy by providing informed estimates throughout the reporting period.
 </li>
 <li>
 Process purchase orders from NUPCO, channel partners, and direct customers within the assigned region when required.
 </li>
 <li>
 Ensure timely and accurate invoicing, including management of monthly billing cycles.
 </li>
 <li>
 Maintain clear, proactive communication with customers regarding order status, delivery timelines, inventory availability, and backorder situations.
 </li>
 <li>
 Respond to customer inquiries related to pricing, product availability, delivery schedules, order status, warranties, and discontinued products.
 </li>
 <li>
 Coordinate with the Planning team to ensure timely stock availability and optimal allocation from internal warehouses.
 </li>
 <li>
 Maintain and regularly update multiple pricing lists.
 </li>
 <li>
 Conduct customer site visits to better understand operational needs and order management requirements.
 </li>
 <li>
 Work closely with Finance and relevant stakeholders to monitor credit status and ensure compliance.
 </li>
 <li>
 Ensure adherence to export control regulations and international trade compliance requirements.
 </li>
 <li>
 Ensure departmental compliance with company policies, business conduct standards, and service level agreements.
 </li>
 <li>
 Guarantee that all order and inventory transactions are processed accurately and in line with agreed service standards.
 </li>
 <li>
 Proactively identify and resolve issues impacting customer service quality, efficiency, and team productivity.
 </li>
 <li>
 Coordinate with the Logistics team to track billing, deliveries, and sales performance against targets.
 </li>
 <li>
 Undertake additional responsibilities as required by Commercial leadership and senior management.
 
 
 </li>
 </ul>
 
 Qualifications And Education Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, or a related field (or equivalent).
 </li>
 <li>
 Minimum 5&ndash;10 years of experience in customer service, order management, supply chain, or operations.
 </li>
 <li>
 3&ndash;5 years of proven leadership or people-management experience.
 </li>
 <li>
 Strong knowledge of order-to-cash processes, supply chain operations, and export control / international trade regulations.
 </li>
 <li>
 Proficiency in ERP, CRM, and Order Management Systems (e.g., SAP, Oracle, or equivalent).
 </li>
 <li>
 Solid understanding of forecasting, inventory management, backlog control, and revenue recognition principles.
 
 
 </li>
 </ul>
 
 Preferred Skills
 
 
 
 <ul>
 <li>
 Previous experience in Healthcare, Diagnostics, Medical Devices, or other regulated industries.
 </li>
 <li>
 Saudi National as per local regulations
 </li>
 <li>
 Demonstrated ability to apply continuous improvement methodologies (Lean, Kaizen, Six Sigma mindset).
 </li>
 <li>
 Strong analytical and numerical skills to support order processing, invoicing accuracy, forecasting, and data analysis.
 </li>
 <li>
 Excellent organizational and prioritization skills, with strong attention to detail.
 </li>
 <li>
 Ability to manage multiple priorities in a fast-paced environment while meeting strict deadlines.
 </li>
 <li>
 Highly flexible and adaptable, able to respond effectively to changing business demands.
 </li>
 <li>
 Strong communication and stakeholder-management skills, with the ability to collaborate across functions and levels.
 </li>
 <li>
 Fluency in English required; Arabic proficiency is a strong asset.
 </li>
 <li>
 Positive, proactive, and solution-oriented mindset with a strong sense of ownership and accountability.
 
 
 </li>
 </ul>
 Additional Notes
 
 
 Join our winning team today. Together, we&rsquo;ll accelerate the real-life impact of tomorrow&rsquo;s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
 
 
 For more information, visit www.danaher.com.
</div>

Customer Service Manager - Order Fulfillment

American Airlines

<div>
 
 Intro
 
 
 
 Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you&rsquo;ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you&rsquo;ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
 
 
 
 Why you'll love this job
 
 
 
 <ul>
 <li>
 American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
 </li>
 <li>
 CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
 </li>
 <li>
 Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
 </li>
 <li>
 CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
 </li>
 <li>
 This job is a member of the Airports Team within the Customer Experience Division
 
 
 </li>
 </ul>
 
 What You'll Do
 
 
 
 
 As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
 
 
 
 <ul>
 <li>
 Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
 </li>
 <li>
 Be a safety advocate: Look for safety concerns and address them as needed
 </li>
 <li>
 Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
 </li>
 <li>
 Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
 </li>
 <li>
 Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
 </li>
 <li>
 Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
 </li>
 <li>
 Promote effective communication among departments to engage our team to work together to achieve common goals.
 </li>
 <li>
 Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
 </li>
 <li>
 Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
 </li>
 <li>
 Manage escalated service issues and be visible to your team members when problems arise
 </li>
 <li>
 Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.
 </li>
 <li>
 Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders
 
 
 </li>
 </ul>
 
 All you'll need for success
 
 
 
 
 Minimum Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 High School diploma or GED equivalency
 
 
 </li>
 </ul>
 
 Preferred Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 Previous airport customer service experience
 </li>
 <li>
 2 years experience leading others
 </li>
 <li>
 Knowledge of company policies and procedures and functional automation applications
 
 
 </li>
 </ul>
 
 Skills, Licenses &amp; Certifications
 
 
 
 <ul>
 <li>
 Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
 </li>
 <li>
 Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
 </li>
 <li>
 Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
 </li>
 <li>
 Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
 </li>
 <li>
 Strong decision-making skills
 </li>
 <li>
 Ability to work independently as well as collaboratively
 </li>
 <li>
 Ability to work under demanding operational conditions
 </li>
 <li>
 Ability to prioritize and execute with a sense of urgency and preciseness
 </li>
 <li>
 Ability to use sound business judgment to resolve issues with internal and external customers
 </li>
 <li>
 Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
 </li>
 <li>
 Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
 </li>
 <li>
 Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
 </li>
 <li>
 Valid driver's license
 </li>
 <li>
 Ability to qualify for (SIDA) badge
 </li>
 <li>
 Ability to work extra hours when there are operational needs
 </li>
 <li>
 Ability to work rotating shifts including weekends, holidays and days-off
 
 
 </li>
 </ul>
 
 What You'll Get
 
 
 
 Feel free to take advantage of all that American Airlines has to offer:
 
 
 <ul>
 <li>
 Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
 </li>
 <li>
 Health Benefits: On day one, you&rsquo;ll have access to your health, dental, prescription and vision benefits to help you stay well. And that&rsquo;s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
 </li>
 <li>
 Wellness Programs: We want you to be the best version of yourself &ndash; that&rsquo;s why our wellness programs provide you with all the right tools, resources and support you need.
 </li>
 <li>
 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
 </li>
 <li>
 Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
 
 
 </li>
 </ul>
 
 Feel free to be yourself at American
 
 
 
 From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
 
 
 Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life&rsquo;s journey? Feel free to be yourself at American.
</div>

Customer Service Manager, Airport Customer Operations

<div>
 
 Intro
 
 
 
 Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you&rsquo;ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you&rsquo;ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
 
 
 
 Why you'll love this job
 
 
 
 <ul>
 <li>
 This job is a member of the Hubs &amp; Gateways or Stations Team within the Customer Experience Division.
 </li>
 <li>
 Responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.
 
 
 </li>
 </ul>
 
 What You'll Do
 
 
 
 <ul>
 <li>
 Drives operational excellence
 </li>
 <li>
 Creates an environment that cares for our frontline team members and celebrates the team successes
 </li>
 <li>
 Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
 </li>
 <li>
 Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
 </li>
 <li>
 Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
 </li>
 <li>
 Promotes an environment of mutual respect and trust between frontline team members
 </li>
 <li>
 Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
 </li>
 <li>
 Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
 </li>
 <li>
 Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
 </li>
 <li>
 Ability to work extra hours when there are operational needs
 </li>
 <li>
 Ability to work rotating shifts including weekends, holidays and days-off
 
 
 </li>
 </ul>
 
 All you'll need for success
 
 
 
 
 Minimum Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 High School diploma or GED equivalency
 
 
 </li>
 </ul>
 
 Preferred Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 Previous airport customer service experience
 </li>
 <li>
 2 years experience leading others
 </li>
 <li>
 Knowledge of company policies and procedures and functional automation applications
 
 
 </li>
 </ul>
 
 Skills, Licenses &amp; Certifications
 
 
 
 <ul>
 <li>
 Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
 </li>
 <li>
 Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
 </li>
 <li>
 Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
 </li>
 <li>
 Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.
 </li>
 <li>
 Strong decision making skills
 </li>
 <li>
 Ability to work independently as well as collaboratively
 </li>
 <li>
 Ability to work under demanding operational conditions
 </li>
 <li>
 Ability to prioritize and execute with a sense of urgency and preciseness
 </li>
 <li>
 Ability to use sound business judgment to resolve issues with internal and external customers
 </li>
 <li>
 Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
 </li>
 <li>
 Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
 </li>
 <li>
 Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.
 </li>
 <li>
 Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
 </li>
 <li>
 Applicable valid driver&rsquo;s license as required by local authorities, if applicable
 
 
 </li>
 </ul>
 
 What You'll Get
 
 
 
 Feel free to take advantage of all that American Airlines has to offer:
 
 
 <ul>
 <li>
 Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
 </li>
 <li>
 Health Benefits: On day one, you&rsquo;ll have access to your health, dental, prescription and vision benefits to help you stay well. And that&rsquo;s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
 </li>
 <li>
 Wellness Programs: We want you to be the best version of yourself &ndash; that&rsquo;s why our wellness programs provide you with all the right tools, resources and support you need.
 </li>
 <li>
 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
 </li>
 <li>
 Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
 
 
 </li>
 </ul>
 
 Feel free to be yourself at American
 
 
 
 From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
 
 
 Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life&rsquo;s journey? Feel free to be yourself at American.
</div>

Customer Service Manager, Airport Customer Experience

<div>
 
 Intro
 
 
 
 Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you&rsquo;ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you&rsquo;ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
 
 
 
 Why you'll love this job
 
 
 
 <ul>
 <li>
 American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
 </li>
 <li>
 CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
 </li>
 <li>
 Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
 </li>
 <li>
 CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
 </li>
 <li>
 This job is a member of the Domestic Airports Team within the Customer Experience Division
 
 
 </li>
 </ul>
 
 What You'll Do
 
 
 
 
 As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
 
 
 
 <ul>
 <li>
 Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
 </li>
 <li>
 Be a safety advocate: Look for safety concerns and address them as needed
 </li>
 <li>
 Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
 </li>
 <li>
 Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
 </li>
 <li>
 Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
 </li>
 <li>
 Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
 </li>
 <li>
 Promote effective communication among departments to engage our team to work together to achieve common goals.
 </li>
 <li>
 Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
 </li>
 <li>
 Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
 </li>
 <li>
 Ability to solve complex staffing issues with minimal oversight
 </li>
 <li>
 Strong communicator with all levels of the operation
 </li>
 <li>
 Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day
 </li>
 <li>
 Coordinate assignments for frontline team members to dynamically work flights at gates
 </li>
 <li>
 Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports
 </li>
 <li>
 Being proactive and efficient with time management
 </li>
 <li>
 Ability to work extra hours when there are operational needs
 </li>
 <li>
 Ability to work rotating shifts including weekends, holidays and days-off
 
 
 </li>
 </ul>
 
 All you'll need for success
 
 
 
 
 Minimum Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 High School diploma or GED equivalency
 
 
 </li>
 </ul>
 
 Preferred Qualifications- Education &amp; Prior Job Experience
 
 
 
 <ul>
 <li>
 Previous airport customer service experience
 </li>
 <li>
 2 years experience leading others
 </li>
 <li>
 Knowledge of company policies and procedures and functional automation applications
 
 
 </li>
 </ul>
 
 Skills, Licenses &amp; Certifications
 
 
 
 <ul>
 <li>
 Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
 </li>
 <li>
 Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
 </li>
 <li>
 Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
 </li>
 <li>
 Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.
 </li>
 <li>
 Strong decision making skills
 </li>
 <li>
 Ability to work independently as well as collaboratively
 </li>
 <li>
 Ability to work under demanding operational conditions
 </li>
 <li>
 Ability to prioritize and execute with a sense of urgency and preciseness
 </li>
 <li>
 Ability to use sound business judgment to resolve issues with internal and external customers
 </li>
 <li>
 Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
 </li>
 <li>
 Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
 </li>
 <li>
 Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.
 </li>
 <li>
 Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
 </li>
 <li>
 Applicable valid driver&rsquo;s license as required by local authorities
 
 
 </li>
 </ul>
 
 What You'll Get
 
 
 
 Feel free to take advantage of all that American Airlines has to offer:
 
 
 <ul>
 <li>
 Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
 </li>
 <li>
 Health Benefits: On day one, you&rsquo;ll have access to your health, dental, prescription and vision benefits to help you stay well. And that&rsquo;s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
 </li>
 <li>
 Wellness Programs: We want you to be the best version of yourself &ndash; that&rsquo;s why our wellness programs provide you with all the right tools, resources and support you need.
 </li>
 <li>
 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
 </li>
 <li>
 Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
 
 
 </li>
 </ul>
 
 Feel free to be yourself at American
 
 
 
 From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
 
 
 Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life&rsquo;s journey? Feel free to be yourself at American.
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