American Airlines Vacancy September 2021

Intro

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!

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Why you’ll love this job

The Central Baggage Resolution Office (CBRO) representative is a member of the Customer Care Organization within the Service Recovery Division of American Airlines. CBRO representatives are passionate about assisting customers who have experienced a service failure that impacts baggage and its contents. This type of customer service is referred to as service recovery.

What you’ll do

• Service as the single point-of-contact for customers who have experienced a baggage related service failure
• Speak on the phone with customers regarding delayed baggage, lost baggage, damaged baggage, missing items and expenses incurred by customers due to service failures
• Use customer service skills to de-escalate difficult conversations, speaking with professionalism and compassion at all times
• Ask probing questions and request documentation from customers that is used to resolve baggage claims (e.g., baggage brand, color and type, specific baggage contents, etc.)
• Simultaneously manage multiple customer claims according to department timelines
• Adhere to government and airline regulations
• Exercise good judgement when making decisions that have customer or financial impact
• Correspond with customers via email
• Follow customer claims through to final resolution
• Exceed customer expectations and elevate their experiences

All you’ll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency
• One year of customer service experience
• Basic computer knowledge (Microsoft Office)
• Attention to detail with strong critical thinking, problem solving and communication skills
• Able to work in an office environment
• Detailed orientedPreferred Qualifications
• More than one year of customer service experience
• Airline experience
• Airport baggage service office experience
• Knowledge of NetTracer, WorldTracer and Sabre applications
• Fluent in both English and Spanish
• Superior verbal and written communication skills
• Self-motivated, flexible, and works well under pressure
• Project a professional image and demeanor with a positive attitude
• Must be able to work varied shifts, weekends and holidays as required

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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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

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.

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