Job Description
This job is a member of the Customer Planning Team within the Customer Experience Division. Responsible for retaining existing customers and preventing erosion of our customer base through timely and creative service failure resolution, while limiting financial exposure and capturing actionable data.
Benefits and Offers
Feel free to take advantage of all that American Airlines has to offer:
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
Your main responsibilities in this role include the following:
Duties and Responsibilities
Communicate with customers to investigate and resolve complaints
Work in a team environment to pursue creative solutions to service failures
Provide compensation to customers when appropriate
Assist American Airlines in continuing efforts to improve customer service by collecting complaint information
Investigate customer complaints using a variety of software systems
Collaborate with Customer Relations Departments from our partner airlines to ensure that customers receive a consistent level of service
Work with other departments to resolve service failures and maintain customers
Job Requirements
High School diploma or GED Equivalency
2 years experience in a customer service position with strong customer service skills
2 years experience within a position that requires team interaction/goals setting
Some college experience/college degree preferred
Positive attitude and the desire to serve customers
Experience working with people in a customer-focused organization
Experience working in a team environment in an office or remotely
Excellent written and verbal communication skills
Attention to detail and the ability to investigate issues through to resolution
Ability to interact with all levels of management
Knowledge of MS Office products: Word, Outlook, Excel, and Internet Explorer
Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools
Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure
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