Job Summary:

As a Customer Support Representative at American Airlines, you will be the first point of contact for our valued customers, providing top-tier support and ensuring a seamless travel experience. Working from the comfort of your home, you will assist customers with booking inquiries, flight changes, travel disruptions, and general service inquiries. This role requires a high level of empathy, excellent communication skills, and the ability to solve problems efficiently while adhering to company policies.

Key Responsibilities:

• Customer Interaction: Handle inbound customer inquiries via phone, email, or chat, providing accurate and timely information regarding flight bookings, schedule changes, and travel policies.
• Problem Resolution: Address customer concerns, including complaints, lost luggage, and travel disruptions, offering appropriate solutions or escalating issues as needed.
• Booking Assistance: Assist customers with booking, modifying, and canceling flights, ensuring all details are accurately entered into the system.
• Policy Adherence: Stay up-to-date with American Airlines policies and procedures to ensure compliance during customer interactions.
• Upselling Services: Identify opportunities to upsell additional services, such as seat upgrades or travel insurance, to enhance the customers travel experience.
• Documentation: Maintain accurate records of customer interactions and transactions, noting details and resolutions in the customer relationship management (CRM) system.

Required Skills and Qualifications:

• Education: High school diploma or equivalent required; associate degree or higher preferred.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey information clearly and empathetically.
• Technical Proficiency: Comfort with using various software applications, including CRM systems, booking platforms, and basic troubleshooting of technical issues.
• Problem-Solving: Strong problem-solving skills with the ability to think on your feet and provide effective solutions quickly.
• Customer Service Orientation: A passion for providing excellent customer service, with the ability to remain calm under pressure.
• Time Management: Ability to manage multiple tasks effectively and prioritize workload to meet deadlines.

Experience:

• Previous Experience: 1-2 years of experience in a customer service role, preferably within the airline or travel industry.
• Remote Work: Experience working in a remote environment is a plus, with a demonstrated ability to work independently and maintain productivity.

Working Hours:

• Flexible Schedule: Must be available to work in a 24/7 environment, including nights, weekends, and holidays, as shift schedules may vary based on customer demand.
• Full-Time Position: Standard work hours will be 40 hours per week, with potential for overtime during peak travel seasons.

Knowledge, Skills, and Abilities:

• Knowledge of Airline Operations: Basic understanding of airline industry operations, including booking systems, fare structures, and travel regulations.
• Cultural Sensitivity: Ability to interact with a diverse customer base, respecting cultural differences and communicating effectively with non-native English speakers.
• Adaptability: Flexibility in handling various types of customer interactions and adjusting to changes in processes or policies.
• Attention to Detail: Accuracy in entering and processing customer information, ensuring all data is correct and up-to-date.

Benefits:

• Comprehensive Benefits Package: Health, dental, and vision insurance; retirement savings plan with company match; paid time off and holidays.
• Travel Perks: Enjoy discounted and free travel opportunities for you and your immediate family on American Airlines and partner airlines.
• Work-Life Balance: Benefit from a flexible work-from-home arrangement, reducing commute time and allowing for a better work-life balance.
• Professional Development: Access to ongoing training and development programs to enhance your skills and advance your career within the company.

Why Join:

Joining American Airlines means becoming part of a team that values customer satisfaction and employee well-being. We offer a supportive work environment where your contributions are recognized and valued. As a leader in the aviation industry, American Airlines provides you with the opportunity to grow your career while enjoying the perks of working for one of the worlds most respected airlines.

How to Apply:

To apply for the American Airlines Customer Support Representative (Work From Home) position, please visit our careers page and submit your application, including your resume and cover letter. Qualified candidates will be contacted for a virtual interview. American Airlines is an equal opportunity employer.