• American Airlines Careers | Representative, Customer Relations Job, DFW

    Location Fort Worth, TX, USA

    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

    • Works 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

    • Preferred Qualifications

    • 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

    • Ability to work remote after meeting department performance standards

    Job Details

    Company: American Airlines

    Employment Type: Full-time

    Job Location: Fort Worth, TX, USA

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