Job Summary:

American Airlines is seeking a dedicated and enthusiastic Online Airport Customer Service Representative to join our team. In this role, you will be responsible for providing exceptional customer support and assistance to passengers via online platforms. You will handle inquiries, resolve issues, and ensure a seamless experience for travelers. As an integral part of our customer service team, you will play a crucial role in enhancing customer satisfaction and promoting the American Airlines brand.

Key Responsibilities:

• Respond to customer inquiries and provide accurate information regarding flight schedules, reservations, baggage policies, and other travel-related concerns through online chat, email, and social media platforms.
• Assist passengers with booking changes, cancellations, and rebookings while ensuring compliance with company policies and procedures.
• Resolve customer complaints and issues efficiently and professionally, striving to turn potentially negative experiences into positive outcomes.
• Collaborate with other departments, including reservations, airport operations, and baggage handling, to address and resolve customer issues promptly.
• Maintain up-to-date knowledge of American Airlines services, policies, and industry trends to provide relevant and accurate information to customers.
• Document interactions and customer feedback accurately in the CRM system to ensure continuity and quality of service.
• Participate in training sessions and workshops to stay informed about new procedures, technologies, and best practices.

Required Skills and Qualifications:

• High school diploma or equivalent; a degree in Hospitality, Business, or a related field is a plus.
• Previous experience in customer service, preferably in the airline or travel industry.
• Excellent written and verbal communication skills with a strong command of English.
• Proficiency in using online communication tools, CRM systems, and Microsoft Office Suite.
• Strong problem-solving skills and the ability to handle high-pressure situations with professionalism.
• Ability to work independently and as part of a team in a remote setting.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Experience:

• Minimum of 1-2 years of experience in a customer service role, ideally within the airline or travel industry.
• Experience with online customer service platforms and remote work is preferred.

Working Hours:

• Full-time position with a flexible schedule. Candidates should be available to work various shifts, including evenings, weekends, and holidays, to accommodate the needs of our global customer base.

Knowledge, Skills, and Abilities:

• In-depth knowledge of airline industry practices and procedures.
• Strong attention to detail and organizational skills.
• Ability to multitask and manage multiple customer interactions simultaneously.
• High level of empathy, patience, and a customer-centric approach to service.
• Ability to adapt quickly to changes in procedures or technology.

Benefits:

• Competitive salary with opportunities for performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including vacation days and personal leave.
• Employee travel benefits, including discounted flights and travel perks.
• Ongoing training and professional development opportunities.

Why Join:

At American Airlines, we pride ourselves on delivering an exceptional customer experience and fostering a supportive and inclusive work environment. By joining our team, you will have the opportunity to work with a leading global airline, contribute to our mission of connecting people and cultures, and grow your career in a dynamic and rewarding field.

How to Apply:

To apply for the Online Airport Customer Service Representative position, please submit your resume and a cover letter detailing your relevant experience and skills through our careers portal on the American Airlines website. We look forward to reviewing your application and exploring how you can be a part of our dedicated customer service team.