Supervisor, Customer Services

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About the position

Responsibilities

  • Coordinate the day-to-day station operations by leading and organizing the activities of Agents/Clerks to ensure a safe working environment and on-time dependability.
  • Ensure adequate operational coverage; responsible for scheduling and manpower utilization.
  • Maintain a safe, dependable and consistent operation.
  • Conduct Agent observations.
  • Schedule and administer local training including new hire training.
  • Investigate and resolve operational issues as well as customer service issues.
  • Participate on operational conference calls, station audits and prepare various reports.
  • Maintain records such as time and attendance, personnel files and performance.
  • Perform Station Agent work, as required.
  • Create a positive start to a passenger's trip by being the first to greet the passenger and providing a seamless check-in and ticketing experience.
  • Use appropriate reservation/ticketing software to rebook itineraries, issue boarding passes, and calculate and collect any appropriate fees.
  • Inform passengers through all aspects of their experience with American Airlines by communicating appropriate information about their trips and belongings.
  • Guide and direct incoming and outgoing aircraft on the taxiway to ensure that they are entering or leaving their gate safely and on-time.
  • Load, unload, sort, and appropriately transfer passenger baggage, cargo/freight, and company materials.
  • Drive ground equipment such as tugs to help the plane push in/out of the gate, belt loaders to help load baggage, and bag carts to deliver baggage to the claim area or the connecting flight.
  • Collaborate with the internal team to ensure a safe and on-time departure.
  • May clean the interior of the aircraft, clean and service aircraft lavatories, and/or work in the Baggage Service Office to track the location of baggage.

Requirements

  • Minimum Age: 18.
  • High school diploma or GED equivalent.
  • Possess a valid, unexpired and unsuspended REAL ID-compliant, state driver's license; some license restrictions may prohibit a candidate from being considered for this role.
  • Must be able to carry, bend, lift and turn with bags weighing up to 75 lbs.
  • Ability to work rotating shifts including nights, holidays, weekends, days off, and be able to report to work on a regular and timely basis.
  • Requires flexibility to work additional hours beyond the regular shift, on short notice, and as needed due to operational necessity.
  • Must be able to perform all duties in various weather conditions and time constraints.
  • Ability to read, write, fluently speak and understand the English language.
  • Possess the legal right to work in the United States.

Nice-to-haves

  • A minimum of one year of customer service experience.
  • Some locations may desire previous airline experience including working knowledge of an airline's ticketing system and/or ramp operations.

Benefits

  • Amazing employee flight privileges within the American Airlines global network.
  • Training and development programs to take your career to the next level.
  • Comprehensive health and life benefits (subject to location).
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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