Welcome to American Airlines, where we strive to provide exceptional customer service and deliver the best travel experience for our valued customers. We are currently seeking a motivated and dedicated individual to join our team as a Customer Service Manager, Lost Time – Airport Customer Experience Administration. In this role, you will be responsible for managing the day-to-day operations of our Lost Time department, ensuring that our customers’ lost items are promptly returned to them and providing outstanding customer service throughout the entire process. If you have a passion for ensuring customer satisfaction, excellent organizational skills, and a strong background in customer service management, we encourage you to apply for this exciting opportunity. Join our team and be a part of our mission to make every flight a memorable one for our customers.
Oversee the day-to-day operations of the Lost Time department, including managing a team of customer service representatives and ensuring all tasks are completed in a timely and efficient manner.
Implement and maintain policies and procedures to ensure the prompt and accurate return of lost items to customers.
Train and develop staff on customer service best practices and ensure they are providing exceptional service to customers at all times.
Monitor and track lost items to ensure they are properly logged, stored, and returned to customers in a timely manner.
Collaborate with other departments, such as baggage handling and security, to ensure an efficient and coordinated process for returning lost items to customers.
Handle escalated customer inquiries or complaints regarding lost items and provide appropriate resolution.
Maintain accurate records and generate reports on lost item returns and customer satisfaction.
Continuously evaluate and improve processes and procedures to enhance the overall customer experience.
Manage and allocate resources effectively to meet department goals and objectives.
Stay updated on industry trends and best practices in customer service management to continuously improve the department’s performance.
Adhere to all safety and security protocols and ensure that the team is following them at all times.
Foster a positive and collaborative work environment within the team.
Communicate effectively with other departments and upper management to ensure smooth operations and excellent customer service.
Represent American Airlines in a professional and courteous manner at all times.
Perform any other duties as assigned by upper management.
Where is this job?
This job is located at Dallas Fort Worth International Airport (DFW), 2400 Aviation Dr, DFW Airport, TX 75261, USA
Job Qualifications
Experience In Managing Customer Service Operations: A Customer Service Manager For Lost Time – Airport Customer Experience Administration At American Airlines Should Have Prior Experience In Managing Customer Service Operations. This Includes Handling Customer Inquiries, Complaints, And Requests In A Timely And Efficient Manner.
Knowledge Of Airline Industry: A Thorough Understanding Of The Airline Industry, Including Airport Operations, Airline Policies And Procedures, And Customer Service Standards Is Essential For This Role. This Will Ensure That The Customer Service Manager Is Able To Provide Accurate Information And Resolve Customer Issues Effectively.
Leadership Skills: As A Manager, This Role Requires Strong Leadership Skills To Motivate And Manage A Team Of Customer Service Representatives. The Ideal Candidate Should Have Experience In Coaching, Training, And Developing Employees To Deliver Exceptional Customer Service.
Problem-Solving And Decision-Making Abilities: Working In A Fast-Paced Environment, A Customer Service Manager Should Possess Excellent Problem-Solving And Decision-Making Skills. This Includes The Ability To Think On Their Feet, Prioritize Tasks, And Make Sound Decisions Under Pressure.
Communication And Interpersonal Skills: A Key Aspect Of This Role Is Effectively Communicating With Customers, Employees, And Other Departments Within American Airlines. The Ideal Candidate Should Have Exceptional Communication And Interpersonal Skills To Build Relationships And Handle Difficult Situations With Professionalism And Empathy.
Required Skills
Communication Skills
Time Management
Team Management
Problem Solving
Leadership
Conflict Resolution
Customer Service
Customer Satisfaction
Airport Operations
Customer Retention
Administrative Tasks
Crisis
Soft Skills
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time Management
Creativity
Networking
Teamwork
Adaptability
Problem-Solving
