Experienced Customer Service Representative - Flight Service Administration at American Airlines

Introduction to American Airlines and Our Mission

Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll travel the globe, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and advancing your career while having a great time. Take the leap and elevate both your personal and professional life!

About the Role and Why You'll Love It

This position is a member of the Flight Administration Team within the Customer Experience Division. As a Customer Service Representative, you will be responsible for performing a wide variety of duties related to Flight Administration, including transactions connected with the company for flight attendants, such as payroll, time-off processes, family leave recodes, and assisting with setting up training and travel to training. You will be the face of American Airlines, providing exceptional customer service to our clients and ensuring their needs are met with professionalism and courtesy.

Key Responsibilities

• Handle phone requests and perform a wide range of duties related to scheduling Flight Attendant Department obligations in both the Semi-Automated Business Research Environment (SABRE) and Crew Movement Global Positioning System (CATS)
• Ability to understand and interpret policies and procedures in accordance with the AA/APFA Joint Collective Bargaining Agreement
• Ability to handle a high volume of calls as well as interact with various departments, including but not limited to: flight attendants, different levels of management, and the union representing the flight attendants
• Ability to document conversation records with accuracy and in a timely manner
• Provide consistent and clear information to the customer and can understand issues presented on the phone and provide solutions in accordance with policy and procedure

Essential and Preferred Qualifications

To be successful in this role, you will need to possess a Bachelor's Degree and have experience working with a provisional work group and knowledge of the flight attendant JCBA. Past call center/contact center experience is also preferred. Additionally, you should have:

• Knowledge of Microsoft Office
• Experience with SABRE, DECS, and RES
• Ability to make independent decisions and collaborate with management and colleagues
• Willingness and ability to work additional hours to address operational issues
• Willingness and ability to work rotating shifts, including weekends and holidays
• Strong customer service and interpersonal skills with the ability to communicate effectively with all levels throughout the organization

Skills and Competencies Required for Success

In addition to the essential and preferred qualifications, you will need to possess excellent communication and problem-solving skills, with the ability to work in a fast-paced environment and adapt to changing situations. You should also be able to:

• Work independently and as part of a team
• Make sound judgments and decisions
• Provide exceptional customer service
• Work in a dynamic and constantly changing environment

Career Growth Opportunities and Learning Benefits

At American Airlines, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative, you will have access to a wide range of training and development programs, including:

• On-the-job training and mentorship
• Classroom and online training programs
• Opportunities for advancement and career progression
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) program and additional benefits such as our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Work Environment and Company Culture

At American Airlines, we pride ourselves on our inclusive and diverse workplace culture. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and investors, helping employees reach their full potential and creating an inclusive workplace to address and exceed the needs of our diverse world. We believe in:

• Embracing diversity and promoting inclusion
• Providing a safe and respectful work environment
• Encouraging open communication and feedback
• Recognizing and rewarding outstanding performance

Compensation, Perks, and Benefits

As a Customer Service Representative at American Airlines, you can expect a competitive salary of $26 per hour, as well as a comprehensive benefits package, including:

• Medical, dental, and vision coverage
• 401(k) program with company match
• Additional benefits such as our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
• Opportunities for advancement and career progression
• A dynamic and inclusive work environment

Conclusion and Call to Action

Are you ready to join the American Airlines team and start your new career as a Customer Service Representative? If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply. Don't miss out on this opportunity to be part of a dynamic and inclusive team and to take your career to new heights. Apply now and take the first step towards an exciting and fulfilling career with American Airlines!

Apply!