American Airlines - Customer Assistance Representative

American Airlines

Available Locations: Texas City, Texas

Job Description

Job Summary:


As a Customer Assistance Representative at American Airlines, you will be the first point of contact for our customers, providing exceptional support and assistance with various queries and service requests. The ideal candidate will possess excellent communication skills, a passion for customer service, and the ability to solve problems efficiently. This role is crucial in ensuring that our customers have a positive experience and feel valued at every touchpoint.



Key Responsibilities:



  • Respond to customer inquiries via phone, email, or chat, providing information on flight schedules, booking processes, and other airline services.

  • Assist customers with resolving issues related to flight cancellations, delays, and rebooking requests.

  • Handle ticketing and reservation management efficiently, ensuring all customer needs are met in a timely manner.

  • Provide clear, concise, and accurate information about policies, services, and procedures.

  • Record and maintain customer interactions, ensuring detailed and accurate data entry in the company’s systems.

  • Ensure compliance with American Airlines' customer service standards and internal policies.

  • Promote additional services and upgrades to customers in a professional manner.

  • Maintain a positive and professional attitude while interacting with customers and colleagues.

  • Address customer complaints and concerns, offering solutions and following up to ensure satisfaction.



Required Skills and Qualifications:



  • High school diploma or equivalent (Associate degree preferred).

  • Excellent verbal and written communication skills in English.

  • Strong problem-solving abilities with the capability to think quickly and resolve issues effectively.

  • Comfortable working with technology and customer service tools (prior experience with CRM systems is a plus).

  • Exceptional attention to detail and organizational skills.

  • Ability to multitask in a fast-paced environment and adapt to changing situations.

  • Proficient in Microsoft Office and other common computer applications.

  • Strong customer service orientation with a genuine desire to help others.

  • Ability to work independently with minimal supervision.

  • Flexibility to work various shifts, including weekends, holidays, and nights as needed.



Experience:



  • Minimum of 1 year of experience in a customer service or support role, preferably in the travel or airline industry.

  • Experience with remote work or virtual assistance is highly preferred but not required.

  • Previous experience with booking systems or customer relationship management (CRM) platforms is a plus.



Working Hours:



  • This is a full-time, remote position with flexible shifts.

  • Availability to work weekends, evenings, and holidays as required to meet customer demand.

  • Shift hours may vary depending on business needs.



Knowledge, Skills, and Abilities:



  • Knowledge: In-depth understanding of customer service practices and airline industry operations.

  • Skills: Excellent communication and active listening skills; strong problem-solving and troubleshooting abilities.

  • Abilities: Ability to handle high-pressure situations and manage multiple priorities simultaneously.



Benefits:



  • Competitive salary with performance-based incentives.

  • Health, dental, and vision insurance.

  • 401(k) plan with company match.

  • Paid time off (PTO) and holiday pay.

  • Employee travel discounts and perks.

  • Opportunities for career development and advancement within American Airlines.

  • Access to professional training and development programs.

  • A supportive and inclusive work culture that values work-life balance.



Why Join American Airlines?


At American Airlines, we are committed to delivering outstanding service and creating a positive experience for our customers. We offer a dynamic and supportive work environment that promotes growth and development. As part of our team, you’ll have access to incredible career advancement opportunities, industry-leading benefits, and a chance to be a part of a globally recognized airline. Join us in making a difference in the travel industry, one customer at a time.



How to Apply:


To apply, please visit the American Airlines careers website or send your updated resume and a cover letter detailing your customer service experience to our recruitment team. We look forward to reviewing your application and potentially welcoming you to the American Airlines family!

Apply Now

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