• American Airlines Jobs | Representative, Customer Relations (PHX Office Based)

    Location Phoenix, AZ, USA

    Job Description

    Representative, Customer Relations (PHX Office Based)

    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

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Communicates with customers to investigate and resolve complaints

    • Works in a team environment to pursue creative solutions to service failures

    • Provides compensation to customers when appropriate

    • Assists in continuing efforts to improve customer service by collecting complaint information

    • Investigates customer complaints using a variety of software systems

    • Collaborates with Customer Relations Departments from our partner airlines to ensure that customers receive a consistent level of service

    • Works with other departments to resolve service failures and maintain customers

    Job Requirements

    • High Speed Internet access (in home office)

    • Must live within 80 miles of HDQ (Fort Worth, Texas, 76155)

    • Ability to travel monthly to HDQ

    • 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

    • Must meet and maintain productivity and quality standards on a monthly basis

    • Must be able to commit to 5 to 8 weeks of virtual training, beginning on date of hire

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

    • 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

    • Attention to detail and the ability to investigate issues through to resolution

    • Ability to interact with all levels of management

    • 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

    • Preferred Qualifications

    • Bachelor's degree or equivalent training/experience

    Job Details

    Company: American Airlines

    Employment Type: Full-time

    Job Location: Phoenix, AZ, USA

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