Join the American Airlines Team: Elevate Your Career and Explore the World
Are you ready to embark on a journey of professional growth and exploration? American Airlines invites you to be part of our dynamic team as a Remote Customer Service Leader. As a leader in the airline industry, we're committed to providing exceptional customer experiences while fostering a culture of inclusivity, diversity, and care for our employees.
About American Airlines and the Customer Experience Division
At American Airlines, we're passionate about connecting people and communities worldwide. Our Customer Experience Division is at the forefront of delivering outstanding service to our customers. As a member of our team, you'll play a vital role in driving operational excellence, leading frontline colleagues, and ensuring a safe and reliable operation.
Key Responsibilities
- Drive operational excellence by leading, engaging, training, and developing frontline colleagues to deliver exceptional customer service.
- Foster a positive work environment that cares for our frontline colleagues and celebrates team successes.
- Lead airport teams to perform their jobs in a safe, efficient manner, and in compliance with Federal, state, and local regulations.
- Provide excellent support to frontline colleagues through various channels to enable them to deliver outstanding customer service.
- Mentor and coach frontline colleagues in skill development, customer care excellence, and company culture behaviors.
- Promote a culture of mutual respect and trust among frontline colleagues.
- Establish and promote effective relationships with external and internal customers that foster empathy, authenticity, trustworthiness, respect, and dignity.
- Provide direction and support structure using effective resources to enable the team to deliver superior performance.
- Assess operational environment and conditions to ensure corporate and local scorecard metrics are met through collaboration across departments and levels.
- Work additional hours when there are operational requirements, including rotating shifts, weekends, holidays, and days off.
Essential Qualifications
To succeed in this role, you'll need:
- Minimum High School diploma or GED equivalency.
- Previous airport customer service experience (preferred).
- 2 years of experience leading others (preferred).
- Knowledge of company policies and procedures and functional automation applications.
- USPS clearance or the ability to obtain USPS clearance (with a five-year US residency requirement).
Key Skills and Competencies
We're looking for individuals with:
- The ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace.
- Effective listening skills - focusing completely on what others are saying, taking time to understand the points being made, and asking questions as appropriate.
- Decisive reasoning - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- The ability to monitor and assess performance of self, colleagues, and the operation to make improvements or take corrective action.
- Strong problem-solving skills.
- The ability to work independently and cooperatively.
- The ability to work under demanding operational circumstances.
- The ability to prioritize and execute with a sense of urgency and accuracy.
- The ability to use sound business judgment to resolve issues with internal and external customers.
- Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
What You'll Get
At American Airlines, we offer a range of benefits and perks to support your well-being and career growth:
- Travel Advantages: Explore the world with travel benefits for you, your family, and friends to over 365 destinations on more than 6,800 daily flights across our global network.
- Medical Benefits: Access to health, dental, prescription, and vision benefits from day one, including virtual doctor visits, flexible spending accounts, and more.
- Wellness Programs: Tools, resources, and support to help you be your best self.
- 401(k) Program: Available upon hire, with company contributions available after one year, depending on the workgroup.
- Additional Benefits: Employee Assistance Program, pet insurance, discounts on hotels, rental cars, travel, and more.
Career Growth and Development
At American Airlines, we're committed to helping you grow and develop your skills. As a Remote Customer Service Leader, you'll have opportunities to:
- Develop your leadership skills and expertise.
- Advance your career within the Customer Experience Division.
- Participate in training and development programs to enhance your skills and knowledge.
Our Culture and Work Environment
At American Airlines, we value diversity, equity, and inclusion. Our 20+ Employee Business Resource Groups are dedicated to connecting our colleagues to our customers, suppliers, communities, and shareholders. We strive to create an inclusive workplace that allows colleagues to reach their full potential and address the needs of our diverse world.
Ready to Join Us?
If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you. Click apply now to start your journey with American Airlines as a Remote Customer Service Leader.
We're excited to have you join our team and be part of our mission to care for people on life's journey!
Apply Now