Representative, Customer Relations (CR)

Intro

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!

Why you'll love this job

• 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.

• There is an ability to work remote after meeting department performance standards and equipment specifications.

What you'll do

• 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
• The ability to work remotely is an option after meeting department performance standards and equipment specifications

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• 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- Education & Prior Job Experience

• Bachelor's degree or equivalent training/experience
• Knowledge of company policies and procedures

Skills, Licenses & Certifications

• 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
• Ability to work remote after meeting department performance standards

What you'll get

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.

Feel Free to be yourself at American

From the team members we hire to the customers we serve; inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20 Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.