Supervisor| Customer Service (Fully Remote)

Job Summary

American Airlines is seeking a dedicated and experienced Supervisor for our Customer Service team. This is a fully remote, full-time position offering a competitive salary, flexible working hours, and the opportunity to work from the comfort of your home. As a part of the American Airlines family, you will enjoy numerous benefits including health, dental, and vision insurance, paid training, paid vacations, and more.

Job Description

As the Supervisor for Customer Service at American Airlines, you will play a vital role in ensuring that our customer service team provides exceptional service to our valued passengers. Your primary responsibility will be to oversee and support a team of customer service representatives, ensuring that they meet performance standards and adhere to company policies. This position requires strong leadership skills, excellent communication abilities, and a passion for enhancing customer experiences.

In this role, you will be responsible for training and mentoring team members, handling escalated customer inquiries, and coordinating with other departments to resolve issues efficiently. You will also monitor and analyze performance metrics to identify areas for improvement and implement strategies to enhance customer satisfaction. As a remote position, you will have the flexibility to create your own schedule while maintaining productivity and meeting company goals.

Requirements

• Proven experience as a customer service supervisor or similar role


• Excellent communication and interpersonal skills


• Strong problem-solving abilities and a proactive approach to resolving issues


• Ability to work independently and manage a remote team effectively


• Proficiency in using customer service software and tools


• Strong organizational and time-management skills


• Ability to handle high-stress situations with professionalism and composure

Responsibilities

• Oversee daily operations of the customer service team


• Provide training, guidance, and support to customer service representatives


• Monitor and evaluate team performance, providing feedback and coaching as needed


• Handle escalated customer inquiries and complaints effectively and professionally


• Collaborate with other departments to resolve complex issues and improve processes


• Analyze performance metrics to identify areas for improvement and implement strategies


• Ensure adherence to company policies and customer service standards

Benefits

• Health insurance (medical, dental, and vision)


• Paid training programs


• Paid vacation and holidays


• Flexible work schedule


• Remote working opportunities


• Employee discounts on American Airlines flights and services


• Retirement savings plan

Educational Qualifications

• Bachelor’s degree in Business Administration, Hospitality, or a related field preferred


• Additional certifications in customer service or management are a plus

Experience

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory position


• Experience managing a remote team is highly desirable

Company Overview

American Airlines is one of the world’s largest airlines, providing a comprehensive network of domestic and international flights. We are committed to delivering exceptional service and creating a positive travel experience for our customers. Our employees are our greatest asset, and we strive to create a supportive and inclusive work environment where everyone can thrive. Join our team and help us connect people and cultures around the globe.

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