Job Summary
American Airlines, a global leader in aviation and customer experience, is seeking dedicated and detail-oriented professionals to join our Customer Support team. This is a remote live chat position focused on assisting customers with their inquiries, resolving concerns, and handling data entry tasks with accuracy and efficiency. You will be a vital part of ensuring customer satisfaction by delivering timely support and maintaining high-quality service standards. This role is ideal for individuals who are tech-savvy, customer-focused, and eager to contribute to a dynamic and supportive team environment.
Key Responsibilities
- Provide real-time support to customers through live chat by addressing queries, complaints, and requests.
- Handle customer data entry accurately while ensuring compliance with privacy and data protection guidelines.
- Assist customers with booking issues, ticket changes, refunds, and loyalty program queries.
- Troubleshoot common concerns and escalate complex issues to higher support tiers as required.
- Document customer interactions, follow-up actions, and resolutions in internal systems.
- Collaborate with cross-functional teams to streamline processes and improve service delivery.
- Maintain a professional and empathetic tone in all customer interactions.
- Achieve and exceed performance targets related to customer satisfaction, response times, and accuracy.
Required Skills and Qualifications
- High school diploma or equivalent; Bachelor’s degree preferred.
- Excellent written communication skills with a focus on grammar, tone, and clarity.
- Strong data entry skills with high attention to detail and accuracy.
- Proficient in typing and using CRM platforms or customer service software.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Good problem-solving skills and the ability to think quickly under pressure.
- Comfortable working in a remote environment and using digital tools for communication.
- Professionalism and a customer-first approach in all interactions.
Experience
- Previous experience in customer service, data entry, or live chat support is preferred.
- Experience in the airline, hospitality, or travel sector is a plus but not mandatory.
- Familiarity with ticketing systems, customer relationship management (CRM), or help desk software will be advantageous.
Working Hours
- Flexible shifts including mornings, evenings, weekends, and holidays to provide 24/7 customer support.
- Minimum commitment of 20–40 hours per week depending on the assigned schedule.
- Shift schedules will be communicated in advance with opportunities for additional hours based on performance and availability.
Knowledge, Skills, and Abilities
- Strong interpersonal skills with the ability to empathize with customers.
- High level of integrity and confidentiality in handling sensitive customer data.
- Ability to adapt to changing technologies and processes.
- Self-motivated with a proactive approach to problem-solving.
- Technical troubleshooting capabilities and attention to detail.
- Capability to work independently while staying aligned with team goals.
- Resilience under pressure and a positive attitude toward feedback and learning.
Benefits
- Competitive hourly compensation with performance-based incentives.
- Work-from-home flexibility to maintain work-life balance.
- Paid training and onboarding sessions to ensure smooth integration.
- Employee wellness programs and access to mental health resources.
- Opportunities for career growth within American Airlines and related sectors.
- Recognition programs for outstanding service and performance.
- Access to airline discounts, travel perks, and employee referral programs.
Why Join American Airlines?
Join a company that values customer experience, employee growth, and innovation. At American Airlines, you will be part of a supportive and inclusive environment where your skills are appreciated, your voice is heard, and your career is empowered. Whether you're starting out or looking to advance, this role offers the perfect blend of flexibility, responsibility, and professional development opportunities. Make a meaningful impact every day by helping customers navigate their travel needs with confidence and care.
How to Apply
To apply for the Live Chat Remote Customer Support (Data Entry) position at American Airlines, please:
- Visit our careers portal.
- Submit your resume and a cover letter outlining your experience and passion for customer service.
- Complete the online assessment to evaluate your communication and data entry skills.
- Qualified candidates will be contacted for virtual interviews and onboarding.
We are excited to welcome dedicated individuals who want to be part of a world-class airline committed to excellence, empathy, and innovation.
