American Airlines
Representative, Customer Experience Escalation and Resolution
American Airlines, Dallas, Texas, United States, 75215
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 Experience Escalation and Resolution 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.
What you'll do
Investigates and evaluates customer complaints of discrimination
Makes outbound calls to customers who have filed a complaint
Coordinates efforts across operational departments to gather the facts necessary to respond to customer discrimination complaints
Investigates these complaints by gathering, reviewing and analyzing facts
Recommends and administers actions where appropriate, including customer compensation
Works in a team environment to pursue creative solutions to service failures
Assists in continuing efforts to improve customer service by collecting complaint information
Works with other departments to resolve service failures and maintain customers
Must meet and maintain productivity and quality standards on a monthly basis
Must be able to commit to 4 weeks of in-office training, beginning on date of hire
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
Experience working with people in a customer-focused organization
Experience working in a team environment in an office or remotely
Preferred Qualifications- Education & Prior Job Experience
Relevant work experience in the airline industry, or customer relations.
Bachelor's degree or equivalent training/experience
Skills, Licenses & Certifications
Knowledge of company policies and procedures
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools
Ability to investigate customer complaints
Ability to resolve time-sensitive, sometimes high-pressure, and complex issues in a multiple deadline environment
Adaptable and flexible to procedural changes
Strong analytical skills, including logical and pro-active approach to problem-solving
Positive attitude and the desire to serve customers
Attention to detail and the ability to investigate issues through to resolution
Ability to interact with all levels of management
Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure
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.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY
American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.
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 Experience Escalation and Resolution 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.
What you'll do
Investigates and evaluates customer complaints of discrimination
Makes outbound calls to customers who have filed a complaint
Coordinates efforts across operational departments to gather the facts necessary to respond to customer discrimination complaints
Investigates these complaints by gathering, reviewing and analyzing facts
Recommends and administers actions where appropriate, including customer compensation
Works in a team environment to pursue creative solutions to service failures
Assists in continuing efforts to improve customer service by collecting complaint information
Works with other departments to resolve service failures and maintain customers
Must meet and maintain productivity and quality standards on a monthly basis
Must be able to commit to 4 weeks of in-office training, beginning on date of hire
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
Experience working with people in a customer-focused organization
Experience working in a team environment in an office or remotely
Preferred Qualifications- Education & Prior Job Experience
Relevant work experience in the airline industry, or customer relations.
Bachelor's degree or equivalent training/experience
Skills, Licenses & Certifications
Knowledge of company policies and procedures
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools
Ability to investigate customer complaints
Ability to resolve time-sensitive, sometimes high-pressure, and complex issues in a multiple deadline environment
Adaptable and flexible to procedural changes
Strong analytical skills, including logical and pro-active approach to problem-solving
Positive attitude and the desire to serve customers
Attention to detail and the ability to investigate issues through to resolution
Ability to interact with all levels of management
Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure
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.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY
American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.