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in Washington, DC

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Hours Full-time, Part-time
Location washington, District of Columbia

About this job

AA Job Level 03 / US Pay Grade 113

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

The current relationship between the Position Levels of Legacy AA and Legacy US is pre-organizational. Pay scale Level (AA) and Pay Grade (US) provide general mapping and may not result in a pay adjustment for promotions, laterals and demotions. Final level will be determined upon final organization design and implementation.

Department:

Customer Service

Location:

US-DC-Washington

Posted Date:

6/1/2015 10:35:53

Expiration Date:

6/8/2015 23:59:00

Requisition ID:

1503162

Work Schedule

Full Time

Equal Opportunity Employer/Disabled/Vets

jobpost-18410

aa