1+ months

Specialist, Central Baggage Resolution (CBRO)

American Airlines
Phoenix, AZ 85003

Location: Rio West B Bldg (PHX-RWB1)   
Additional Locations: None
Requisition ID: 65363 


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 acting as a leader and resource for baggage resolution from the time a customer reports a baggage mishandling until when the bag is returned to the customer or the claim is settled.
  • This position is office-based and will start in mid-May 2023.

What you'll do

  • ​Assists representatives performing centralized tracing functions to assist in reuniting customers with their bags
  • Ensures representatives stay within the company compensation guidelines and/or approve higher amounts
  • Communicates status updates to customers in regard to delayed luggage or claim progress
  • Codes NetTracer and CRM baggage mishandling files to create system baggage performance reports
  • Determines equitable resolutions for baggage losses, damages, pilferages, and delays
  • Acts as a leader and internal/external resource for baggage information
  • Captures data relative to our customers’ perceptions for the purpose of affecting positive change
  • Adheres to established department compensatory guidelines, while executing empowerment to go beyond parameters for extenuating circumstances
  • Acts as a resource for small claims court cases, executive referral correspondence, interline billing, internet response, accounting check interface, NetTracer and WorldTracer support, and baggage policy communication
  • Interprets and applies policies relating to Federal Aviation Regulations (FAR's), Air Carrier Access Act (ACAA), Americans with Disabilities Act (ADA), and ATA and IATA regulations, as they relate to customer inquiries and/or service incidents

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • ​​High School diploma or GED equivalency
  • 1 year customer service experience


Preferred Qualifications- Education & Prior Job Experience

  • ​Airport baggage service experience
  • Knowledge of NetTracer, WorldTracer Baggage System and Shares


Skills, Licenses & Certifications

  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Strong analytical skills
  • Ability to be self-motivated and a team player
  • Ability to interact effectively with both internal and external customers
  • Demonstrated strong problem-solving abilities
  • Ability to make fair and unbiased appraisals of customer travel concerns, based on multiple issues


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.
  • The hiring range for this full-time position is $18.28-$20.00 hourly + benefits. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. 

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.

Additional Locations: None
Requisition ID: 65363 


Posted: 2023-02-08 Expires: 2023-04-08
Sponsored by:
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Specialist, Central Baggage Resolution (CBRO)

American Airlines
Phoenix, AZ 85003

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