Customer Service Manager, Airport Customer Care

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We need to parse the posting. First, intro: "Intro Are you ready to explore a world of possibilities..." This is like a description. Could be "About the role" maybe. The posting includes "Why you'll love this job" etc. We need to decide sections. We have: - Intro / About the role: The first paragraph(s) describing the role, travel, etc. - Why you'll love this job: description of leadership program, etc. - What You'll Do: responsibilities. - All you'll need for success: includes Minimum Qualifications, Preferred Qualifications, Skills, Licenses & Certifications. - What You'll Get: benefits. - Pay: "The pay range for this role is $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate." - Schedule: Not explicitly mentioned. There's mention of rotating shifts, weekends, holidays, days-off under "All you'll need for success". That's schedule info. So we can include Schedule section with that content. We must not repeat job title as heading. No Job ID. We must remove boilerplate: navigation, legal, EEO, etc. There's some inclusion/diversity paragraph at end; that's maybe boilerplate but it's about inclusion; could be considered part of benefits? Might be considered EEO boilerplate; but it's about inclusion and diversity, not strictly EEO. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The inclusion/diversity paragraph might be considered EEO/equal-opportunity boilerplate. Safer to remove it. Also the repeated "Feel free to be yourself at American" appears twice; we should keep only once? It's duplicated lines; we should remove duplication. We need to preserve all substantive information. Let's extract content. Intro paragraph: "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!" That's substantive. Why you'll love this job: "American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization. CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors. CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.This job is a member of the Airports Team within the Customer Experience Division." We can keep that. What You'll Do: List of duties: bullet points. Let's extract bullet points: - Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being - Be a safety advocate: Look for safety concerns and address them as needed - Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors - Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity - Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner - Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements - Promote effective communication among departments to engage our team to work together to achieve common goals. - Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure - Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty - Manage escalated service issues and be visible to your team members when problems arise - Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality. - Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders Note: Some of these are more like skills but they are under responsibilities. We'll output as

• each. All you'll need for success: We have sections: Minimum Qualifications- Education & Prior Job Experience: High School diploma or GED equivalency Preferred Qualifications- Education & Prior Job Experience: Previous airport customer service experience, 2 years experience leading others, Knowledge of company policies and procedures and functional automation applications Skills, Licenses & Certifications: list of abilities. We need to decide sections: Could have Requirements (minimum qualifications), Qualifications (preferred), Skills. We must not create thin sections; but we have substantive content. We'll create:

  Requirements

  with

  High School diploma or GED equivalency.

  Preferred Qualifications

  with
  • Previous airport customer service experience
  • 2 years experience leading others
  • Knowledge of company policies and procedures and functional automation applications

  Skills

  with
  • Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
  ... etc. We need to include all skills listed. Let's list them: - Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment - Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate - Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems - Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action - Strong decision-making skills - Ability to work independently as well as collaboratively - Ability to work under demanding operational conditions - Ability to prioritize and execute with a sense of urgency and preciseness - Ability to use sound business judgment to resolve issues with internal and external customers - Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation - Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc. - Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement - Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable - Applicable valid driver’s license as required by local authorities, if applicable - Ability to work extra hours when there are operational needs - Ability to work rotating shifts including weekends, holidays and days-off Note: The last two are schedule-related; we might move them to Schedule section. But we already have Schedule section maybe. We'll keep schedule separate: "Ability to work extra hours when there are operational needs" and "Ability to work rotating shifts including weekends, holidays and days-off". That's schedule. Thus we can put those under Schedule. Now Benefits section: "What You'll Get" includes travel perks, health benefits, wellness programs, 401(k), additional benefits. We'll extract: 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. We'll put each as
  • under
    . Pay section: The pay range for this role is $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate. We'll put as

    . Schedule section: as above. Now we need to ensure we don't include filler like "commensurate with experience". Not present. We must not repeat job title as heading. Not. We must not include duplicated lines: The "Feel free to be yourself at American" appears twice; we should keep only one occurrence? It's under inclusion/diversity paragraph which we are removing entirely. So we can drop that paragraph. Now we need to output only HTML fragment. Let's structure:

    About the role

    Intro paragraph...

    Why you'll love this job

    Why you'll love this job paragraph...

    Responsibilities

    • ...
    ...

    Requirements

    High School diploma or GED equivalency.

    Preferred Qualifications

    • Previous airport customer service experience
    • 2 years experience leading others
    • Knowledge of company policies and procedures and functional automation applications

    Skills

    • Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
    ... (list all skills except schedule ones)

    Benefits

    • 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.
    ... etc

    Pay

    The pay range for this role is $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate.

    Schedule

    • Ability to work extra hours when there are operational needs
    • Ability to work rotating shifts including weekends, holidays and days-off
    Check that we didn't miss any substantive info. Check the "Why you'll love this job" paragraph: we need to include all sentences. Let's copy exactly: "American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization. CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.