Experienced Customer Service Recovery Manager – Leading the Way in Exceptional Customer Experience

Are you ready to embark on a thrilling journey as a Customer Service Recovery Manager at blithequark? Join our dynamic team and become an integral part of delivering unparalleled customer service excellence. As a seasoned professional, you will lead the charge in ensuring seamless customer recovery efforts, fostering a culture of inclusivity, and driving business growth.

About blithequark

At blithequark, we pride ourselves on being a world-class airline, connecting people and cultures across the globe. Our commitment to exceptional customer service is unwavering, and we're seeking a talented individual to join our Customer Experience Division. As a Customer Service Recovery Manager, you will be part of a high-performing team that thrives on collaboration, innovation, and a passion for delivering outstanding results.

Why You'll Love This Job

• As a key member of the Customer Planning Team, you will lead customer service recovery efforts, supporting Integrated Operations Control (IOC), airports, and additional departments during regular and irregular flight operations.

• You will consult and coordinate with IOC operational teams, making operational decisions and recommending customer-friendly solutions to ensure excellent customer service throughout events.
• Your expertise will be invaluable in communicating system irregularities, compiling and disseminating operational reports, and coordinating recovery efforts across various groups.
• You will participate in daily ops conference calls, providing detailed information affecting customer movement and escalating significant issues impacting customers.
• Your ability to work independently and interface with employees at all levels will be essential in managing inventory, developing innovative solutions, and promoting corporate objectives.

What You'll Do

• Communicate system irregularities to the appropriate parties, including Station GMs, Station Regional Directors, and customer service recovery teams.

• Consult and coordinate with IOC operational teams to make operational decisions and recommend customer-friendly solutions.
• Assist stations and hubs with irregular operations to determine best solutions for customers.
• Compile and disseminate operational reports to various stakeholders.
• Communicate and coordinate recovery efforts across many groups, particularly with customer support departments.
• Participate in daily ops conference calls, providing detailed information affecting customer movement.
• 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 and update 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.
• Consistently promote corporate objectives and the RCA Strategy (Reliability, Convenience, and Appearance).

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 operation
• Operational and Customer Service experience

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.

• 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

At blithequark, we offer a comprehensive benefits package that includes:

• 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 at the top of your game with our wellness programs, providing you with the right tools, resources, and support.
• 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 blithequark

At blithequark, we celebrate our team members' diversity and inclusion, creating a dynamic workforce that meets and exceeds the needs of our diverse world. Our 20+ Employee Business Resource Groups connect team members to customers, suppliers, communities, and shareholders, helping them reach their full potential and thrive in an inclusive work environment. Are you ready to join a world-class airline and become an integral part of delivering exceptional customer service excellence? Apply now to become our next Customer Service Recovery Manager and embark on a thrilling journey with blithequark! Apply to this job Apply for this job