Experienced Customer Service Representative for Flight Service Administration – American Airlines

Introduction to American Airlines and Our Mission

Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll travel the globe, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and advancing your career while having a great time. Take the leap and enhance both your personal and professional life. At American Airlines, we believe in creating an environment where our employees can thrive, grow, and be their authentic selves.

About the Role: Representative, Flight Service Administration

This position is a member of the Flight Administration Team within the Customer Experience Division. As a Representative, Flight Service Administration, you will be responsible for performing a wide range of duties, including transactions related to the administration for flight attendants, such as payroll, time-off processes, family leave recodes, and assisting with setting up training and travel to training. You will be the face of American Airlines, providing exceptional customer service to our internal and external customers.

Key Responsibilities:

• Handle phone requests and perform a wide range of duties related to scheduling Flight Attendant Administration tasks in both the Semi-Automated Business Research Environment (SABRE) and Crew Movement Global Positioning System (CATS)
• Ability to understand and interpret policies and procedures according to the AA/APFA Joint Collective Bargaining Agreement
• Ability to handle a high volume of calls as well as interact with various departments, including but not limited to: flight attendants, different levels of management, and the union representing the flight attendants
• Ability to document conversation records with accuracy and in a timely manner
• Provide consistent and clear information to the customer and can understand issues presented on the phone and provide solutions according to policy and procedure

Essential Qualifications:

To be successful in this role, you will need:

• A Bachelor's Degree
• Experience working with a unionized work group and knowledge of the flight attendant JCBA
• Past call center/contact center experience
• Knowledge of Microsoft Office
• Ability to make independent decisions and collaborate with management and colleagues
• Willingness and ability to work additional hours to address operational issues
• Willingness and ability to work rotating shifts, including weekends and holidays
• Strong customer service and interpersonal skills with the ability to communicate effectively with all levels throughout the organization

Preferred Qualifications:

While not required, the following qualifications are preferred:

• Experience working in a fast-paced, dynamic environment
• Knowledge of SABRE, DECS, and RES
• Previous experience in a customer-facing role

What We Offer:

At American Airlines, we offer a comprehensive benefits package, including:

• Medical benefits: access to health, dental, prescription, and vision benefits from day one
• Wellness programs: tools, resources, and support to help you be your best self
• 401(k) program: available upon hire, with company contributions available after one year
• Additional benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Diversity, Equity, and Inclusion at American Airlines

At American Airlines, we believe that diversity, equity, and inclusion are essential to our success. Our 20+ Employee Business Resource Groups are dedicated to connecting our employees to our customers, suppliers, communities, and shareholders, helping employees reach their full potential and creating an inclusive workplace that reflects and exceeds the needs of our diverse world.

Join Our Team:

Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world running smoothly? Join our team and be part of a dynamic, fast-paced environment where you can grow, learn, and thrive. Apply now to become a part of the American Airlines family and take the first step towards an exciting and rewarding career.

How to Apply:

To apply for this exciting opportunity, please click on the "Apply Job" link and follow the instructions to submit your application. We look forward to hearing from you and exploring how you can contribute to the success of American Airlines.

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