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There are five major job responsibilities for Customer Service Managers:

Provide Quality Service and Achieve Superior Customer Satisfaction

•    Resolve customer service and operational problems during tour of duty
•     Work in operation during peak or irregular periods
•     Spend majority of time in the operation, interacting with customers and
  employees
•     Prepare customer correspondence
•     Use cross-functional teams to generate and implement quality improvement ideas
•     Evaluate team performance through corporate quality control measurements, such as observations, CSI feedback, CSA data and customer complaints and compliments

Meet Profitability and Cost Control Goals

•    Develop and monitor budgets and spending
•     Actively seek cost reduction ideas
•     Monitor lost time and administer the Attendance Control Policy

Ensure Compliance with all Operations, AA Safety, FAA and Other Government Requirements during Tour of Duty

•    Investigates discrepancies and compiles statistical data for compliance purposes
•     Write delay analysis and irregularity reports and complete OS1 documentation

Provide Team Members with Fair and Equitable Treatment

•     Coach and counsel personnel and provide guidance to team on customer service and performance issues
•     Conduct performance reviews for team members on a regular basis
•     Document employee performance using Peak Performance through Commitment (PPC)
•     Encourage employee teamwork to generate and implement individual and team’s best ideas
•     Respond to employees’ professional and personal issues
•     Conduct investigations and Boards of Inquiry (BOI) and, when necessary, dismiss employees for performance or attendance issues

Run an Effective Operation

•    Communicate with managers, peers and team members, both within their immediate department, as well as with other departments
•     Administer company policies and procedures
•     Provide team with necessary tools, resources and training to meet or exceed all operational performance goals
•     Involve all team members in determination of operational improvements
•     Coordinate operation including scheduling, hiring, training, inventory, etc.

Qualifications

•     Must be able to lead and motivate employees in working as a team
•     Must be decisive and be able to work under demanding operational conditions in a stressful environment
•     Must have excellent oral and written communication skills, leadership, initiative and judgment
•     Must demonstrate strong administrative and analytical abilities
•     Must be willing to work outdoors in any weather conditions in accordance to AA Safety Guidelines
•     Must be willing to work extra hours when there are operational needs, such as weather delays
•     Ability to work rotating shifts including weekends, holidays and days-off
•     Must be able to become certified Ground Security Coordinator (GSC), if applicable
•     Prior Airport Services experience preferred
•     Knowledge of company policies and procedures, applicable SABRE and other functional automation knowledge
•     Must be willing to take a pre-employment drug screening test
•     Must be willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable