Job Description
Join arenaflex, a world-renowned airline, as we continue to push the boundaries of customer service excellence. As an Experienced Customer Service Recovery Manager, you will be at the forefront of our customer experience efforts, leading the charge in ensuring seamless recovery processes for our valued customers. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in fast-paced environments, we want to hear from you! **About arenaflex** arenaflex is a global airline that has been connecting people and cultures for over a century. With a commitment to innovation, customer satisfaction, and employee development, we strive to be the best in the industry. Our team members are the driving force behind our success, and we're looking for talented individuals like you to join our dynamic workforce. **Why You'll Love This Job** * As a member of the Customer Planning Team within the Customer Experience Division, you'll be responsible for leading customer service recovery efforts, supporting Integrated Operations Control (IOC), airports, and additional departments during regular and irregular flight operations. * You'll consult and coordinate with IOC operational teams to make operational decisions and recommend customer-friendly solutions when necessary. * You'll communicate system irregularities to the appropriate parties, compile and disseminate operational reports, and participate in daily ops conference calls to ensure seamless customer recovery processes. * You'll have the opportunity to develop and suggest innovative solutions to customer service recovery issues in real-time, promoting corporate objectives and the RCA Strategy (Reliability, Convenience, and Appearance). **What You'll Do** * Communicate system irregularities to the appropriate parties, including Station GMs, Station Regional Directors, customer service recovery teams, and other stakeholders via various communication tools. * Consult and coordinate with IOC operational teams to make operational decisions and recommend customer-friendly solutions when necessary. * Assist stations and hubs with irregular operations to determine the best solutions for customers when applicable. * Compile and disseminate operational reports to various stakeholders, including customer support departments. * Participate in daily ops conference calls, communicating detailed information affecting customer movement and providing updates to various groups, including stations. * Escalate significant issues impacting customers, IROP events, and diversions. * Assist Dispatchers with station contact needs during diversions, engaging local customs/immigration, and communicating APIS data when applicable. * Assist with proactive notification to customers and internal American departments. * Support and participate in emergency handling processes during EMG events, updating WebEOC throughout the event as related to customer impact. * Handle AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays. * Coordinate with Airports & RES to accommodate disrupted passengers. * Manage inventory, including adding extra sections and equipment upgrades during flight cancellations. * Develop and suggest innovative solutions to customer service recovery issues in real-time. **All You'll Need for Success** * **Minimum Qualifications:** + High school diploma or GED equivalency + Airport customer service experience + Experience in management capacity, leading and developing others * **Preferred Qualifications:** + College degree or equivalent experiences + Must be flexible and able to work a schedule that requires support for 24X7 operations + Operational and Customer Service experience **Skills, Licenses & Certifications** * Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc. * Ability to work independently and interface with employees at all levels * Team player and collaborator * Performs well under stress * Focuses on promoting effective service recovery solutions and efforts * Collaborates with all work groups **What You'll Get** * **Travel Perks:** Explore the world with your family and friends, reaching 365 destinations on more than 6,800 daily flights across our global network. * **Health Benefits:** Enjoy access to your health, dental, prescription, and vision benefits on day one, plus virtual doctor visits, flexible spending accounts, and more. * **Wellness Programs:** Stay well with our wellness programs, providing you with the right tools, resources, and support you need. * **401(k) Program:** Available upon hire, with employer contributions to your 401(k) program available after one year. * **Additional Benefits:** Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. **Feel Free to Be Yourself at arenaflex** From the team members we hire to the customers we serve, inclusion and diversity are the foundation of our dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at arenaflex. **Apply Now** Ready to join the arenaflex team and take your customer service skills to the next level? Apply now and become a part of our dynamic workforce! Apply for this job