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Supervisor, Customer Relations


Location: Rio West B Bldg (PHX-RWB1) 
Additional Locations: None
Requisition ID: 37145 


Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job
  • ​This job is a member of the Customer Planning Team within the Customer Experience Division.
  • ​Responsible for leading and managing a team of Customer Relations representatives ensuring superior customer service through timely and creative service failure resolution.
What you'll do
  • ​Provides constructive feedback and support in assisting representatives to reach performance goals and help promote productivity, quality and consistency
  • Acts as a resource for all Customer Relations representatives in a team environment
  • Performs coaching of and provide guidance for team members
  • Interfaces with internal and external customers
  • Acts as a resource and support to other departments throughout the company
  • Communicates established department guidelines and procedures in assisting Customer Relations representatives with complaint resolution through email, letter/fax and phone
  • Ability to travel on company business as necessary
  • Flexibility to work any shift and ability to work some weekends as necessary
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • ​Bachelors degree or equivalent experience/training
  • 2 years experience leading and developing people

Preferred Qualifications- Education & Prior Job Experience

  • Current or previous customer relations experience
  • Current airline leadership experience

Skills, Licenses & Certifications

  • Ability to lead and motivate employees in working as a team
  • Ability to be approachable and with a professional demeanor
  • Ability to be self-motivated and a team player
  • Ability to multi-task and appropriately prioritize workload
  • Demonstrated superior problem-solving abilities
  • Excellent organizational skills
What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. 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 American.

Additional Locations: None
Requisition ID: 37145 

Nearest Major Market: Phoenix

Job Segment: Manager, Management

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