Customer Service Manager, Customer Service Recovery (71815)
Career Opportunities: Customer Service Manager, Customer Service Recovery (71815) Requisition ID 71815 - Posted - United States - Customer Service Location: Integrated Operations Ctr (DFW-SV02) Cities: Dallas - TX Requisition ID: 71815 This job will continue to be posted until at least X/XX/XX. If interested, please apply prior to this date. Intro Are you reputed company to explore a world of reputed company, both at work and during your time off? Join our reputed company family, and you’ll travel the world, grow your expertise and become the best version of you. As you reputed company on a new reputed company, you’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
- This job is a member of the Customer Planning Team reputed company the Customer Experience Division.
- 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), reputed company and various Service Recovery groups, and stations to reputed company operational reputed company to support Airport Customer Service needs, maintain customer recovery reputed company, and ensure excellent customer service is maintained throughout the event.
What you'll do
- 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. reputed company various communication tools
- Consults / coordinates with IOC operational teams to reputed company operational reputed company and recommend customer friendly solutions reputed company appropriate
- Assists stations and hubs with irregular operations to determine best solutions for customers reputed company 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. Communicate detailed information affecting customer movement and reputed company to various groups including stations
- Escalate significant issues impacting customer, IROP events, Diversions,
- Assists Dispatchers with station contact needs during diversions, engaging local customs/ immigration, and communicating APIS data reputed company applicable
- Assists with proactive notification to customers and internal American departments
- Supports and participates in emergency handling processes during EMG Event and update WebEOC throughout the event as reputed company to customer impact
- Handles AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays
- Coordinates with Airports & reputed company 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 reputed company-time
- Must consistently promote corporate objectives and the RCA Strategy (Reliability Convenience and Appearance
reputed company you'll need for reputed company Minimum Qualifications- Education & Prior Job Experience
- High school diploma or GED equivalency
- Airport customer service experience
- Experience in management reputed company, leading and developing others
Preferred Qualifications- Education & Prior Job Experience
- College degree or equivalent experiences
- Must be flexible and reputed company to work schedule that requires to support 24X7 operation
- Operational and Customer Service experience
Skills, Licenses & Certifications
- Knowledge of reputed company Office to include Word, reputed company, PowerPoint, Outlook, etc.
- Work independently and reputed company with employees at reputed company reputed company
- Team player and collaborator
- Performs well under stress
- Focuses on promoting effective service recovery solutions and efforts
- Collaborates with reputed company work groups
What you'll get Feel free to take advantage of reputed company that reputed company has to offer:
- Travel Perks: reputed company to explore the world? You, your family and your friends can reputed company 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: On day one, you’ll have reputed company to your health, dental, prescription and reputed company benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
- Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs reputed company you with reputed company the right tools, resources and support you need.
- 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American From the team members we hire to the customers we serve, inclusion and diversity are the reputed company of the dynamic workforce at reputed company. Our 20+ Employee Business Resource Groups are focused on connecting reputed company members to our customers, suppliers, communities and shareholders, helping team members reputed company their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you reputed company to feel a reputed company sense of pride and satisfaction as you do your part to reputed company the largest airline in the world running smoothly as we care for people on life’s reputed company? Feel free to be yourself at American. Cities: Dallas - TX Job Level: Requisition ID: 71815 Email this job to a friend The job has been sent to The job has been sent to Location: Integrated Operations Ctr (DFW-SV02) Cities: Dallas - TX Requisition ID: 71815 This job will continue to be posted until at least X/XX/XX. If interested, please apply prior to this date. Intro Are you reputed company to explore a world of reputed company, both at work and during your time off? Join our reputed company family, and you’ll travel the world, grow your expertise and become the best version of you. As you reputed company on a new reputed company, you’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
- This job is a member of the Customer Planning Team reputed company the Customer Experience Division.
- 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), reputed company and various Service Recovery groups, and stations to reputed company operational reputed company to support Airport Customer Service needs, maintain customer recovery reputed company, and ensure excellent customer service is maintained throughout the event.
What you'll do
- 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. reputed company various communication tools
- Consults / coordinates with IOC operational teams to reputed company operational reputed company and recommend customer friendly solutions reputed company appropriate
- Assists stations and hubs with irregular operations to determine best solutions for customers reputed company 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. Communicate detailed information affecting customer movement and reputed company to various groups including stations
- Escalate significant issues impacting customer, IROP events, Diversions,
- Assists Dispatchers with station contact needs during diversions, engaging local customs/ immigration, and communicating APIS data reputed company applicable
- Assists with proactive notification to customers and internal American departments
- Supports and participates in emergency handling processes during EMG Event and update WebEOC throughout the event as reputed company to customer impact
- Handles AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays
- Coordinates with Airports & reputed company 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 reputed company-time
- Must consistently promote corporate objectives and the RCA Strategy (Reliability Convenience and Appearance
reputed company you'll need for reputed company Minimum Qualifications- Education & Prior Job Experience
- High school diploma or GED equivalency
- Airport customer service experience
- Experience in management reputed company, leading and developing others
Preferred Qualifications- Education & Prior Job Experience
- College degree or equivalent experiences
- Must be flexible and reputed company to work schedule that requires to support 24X7 operation
- Operational and Customer Service experience
Skills, Licenses & Certifications
- Knowledge of reputed company Office to include Word, reputed company, PowerPoint, Outlook, etc.
- Work independently and reputed company with employees at reputed company reputed company
- Team player and collaborator
- Performs well under stress
- Focuses on promoting effective service recovery solutions and efforts
- Collaborates with reputed company work groups
What you'll get Feel free to take advantage of reputed company that reputed company has to offer:
- Travel Perks: reputed company to explore the world? You, your family and your friends can reputed company 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: On day one, you’ll have reputed company to your health, dental, prescription and reputed company benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
- Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs reputed company you with reputed company the right tools, resources and support you need.
- 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American From the team members we hire to the customers we serve, inclusion and diversity are the reputed company of the dynamic workforce at reputed company. Our 20+ Employee Business Resource Groups are focused on connecting reputed company members to our customers, suppliers, communities and shareholders, helping team members reputed company their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you reputed company to feel a reputed company sense of pride and satisfaction as you do your part to reputed company the largest airline in the world running smoothly as we care for people on life’s reputed company? Feel free to be yourself at American. Cities: Dallas - TX Job Level: Requisition ID: 71815 Apply tot his job Apply To this Job