Lead Agent, Customer Services

**Intro**:
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**:
**What you'll do**:
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
- Coordinate the overall operation and act as highest point of escalation on the day (in GM absence)
- Conduct ticketing/gate/check-in/lost &found /ops/ramp functions (as required at the station)
- Perform BDP or LSA, Ground Security Coordinator (GSC) functions if required
- Lead and direct vendor activities, i.e. work with GM to provide clear and coordinated leadership to a team of insourced Airport Agents and ensure that vendor and contractor employees carry out their duties in accordance with contractual agreements
- Ensure dependability and quality of company standards
- Resolve customer issues
- Interface with Crew/IOC when needed
- Substitute GM in their absence to provide a single point of leadership for the airport team, i.e. being contactable and responsible for the operation in the GM’s absence, take full responsibility for provision of management reports, and liaise with vendor and airport and other local authorities
- Ensure compliance with internal controls
- Complete station administration duties and daily/monthly reports
- Coordinate daily work schedule (ensuring appropriate shift coverage)
- Ensure required training of station and contractor staff is completed and reported as required
- Carry out any other reasonable duties consistent with the post

**All you'll need for success**:
**Minimum Qualifications
- Education & Prior Job Experience**
- Strong working knowledge of the company’s reservations/customer service systems
- Excellent communicator & effective listener
- Strong interpersonal and organizational skills
- Excellent knowledge of the company’s customer service policies, procedures and standards
- Ability to adapt and take control in unforeseen circumstances such as Irregular Operations situations
- Strong leadership skills
- Strong administrative skills
- Be dedicated and committed to the job and enjoy working with the public
- Be able to motivate employees in working as a team
- Have the ability to work under pressure and with minimum supervision
- Be adaptable to change & a good team player
- Be reasonable, trustworthy and reliable
- Be self-motivated and open to development
- Have the willingness to work in a shift environment (including weekends/ bank holidays)
- Be able to communicate in both written and spoken English and German
- Be willing and able to travel

**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.