10 days old

Representative, Customer Relations

American Airlines
Phoenix, AZ

Location: Rio West B Bldg (PHX-RWB1) 
Additional Locations: None
Requisition ID: 19627 


Tentative start date for this group will be September 24, 2018


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Customer Relations Team within the Customer Experience Division. This position will be responsible for retaining existing customers and prevent erosion of our customer base through timely and creative service failure resolution, while limiting financial exposure and capturing actionable data.


Specifically, you’ll do the following:

  • ​Interfaces with internal and external customers via e-mail, letter, fax, and phone Acts as a resource to, and support of, all other departments
  • Works in an inbound contact center in a team-oriented environment
  • Determines equitable settlements in a timely manner using established department guidelines
  • Captures data via computer using unique departmental tracking software relative to our customer's perceptions for the purpose of effecting change
  • Researches using various software programs to capture customer’s reservation history, flight irregularities, DM status and history, etc. to assist in determining resolution of complaints
  • Adheres to established department policies and procedures to aid in customer retention
  • Meets daily performance standards for quality, quantity and accuracy
  • Collaborates with Customer Relations Departments of our codeshare partners to provide exceptional customer service
  • Interfaces with other departments to offer support and obtain information to resolve customer issues


Required Qualifications

  • 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


Preferred Qualifications

  • Knowledge of company policies and procedures
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Knowledge of keyboarding and use of automated systems
  • Knowledge of Federal Air Regulations (FAR's), Air Carrier Access Act (ACAA), Americans with Disabilities Act (ADA), and Contract of Carriage with respect to customer inquiries or service incidents
  • Ability to be detail oriented
  • Ability to successfully operate within an inbound contact center in a group environment
  • Ability to work in a sedentary position for extended periods of time
  • Ability to interact with all levels of management
  • Ability to master unique departmental Customer Tracking System software, CRM, IBM, Xtnd, Qik Res, Shares and other customer research tools
  • Ability to make fair and unbiased appraisals of customer travel concerns based on multiple issues

Additional Logistical Requirements

  • The Phoenix, AZ Customer Relations Representative position is located on site at an American Airlines facility. Must be willing to work at the facility where this position is located
  • Must be willing and able to attend 6 weeks of uninterrupted training at an American Airlines facility in Phoenix, AZ
  • Position is based in Phoenix, AZ, no relocation assistance to Phoenix, AZ is provided
  • Position operates 7 days per week and the hours of operation are 6:00am-5:30pm. Must be willing to work any schedule. Hours of operation and individual schedule assignments could be subject to change at any time
  • Willing to work voluntary and/or involuntary overtime as needed
  • Must be willing and able to attend 6 weeks of uninterrupted training at an American Airlines facility in Phoenix, AZ. Employees must pass the training course with a GPA of 85% or higher in order to remain employed by the company. GPA is calculated using the scores of 3 Written Assessments and 1 Practical Assessment.

Additional Locations: None
Requisition ID: 19627 


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Representative, Customer Relations

American Airlines
Phoenix, AZ

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American Airlines
Phoenix, AZ

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