Job Summary:

As an American Airlines Customer Support Representative working from home, you will play a crucial role in delivering exceptional customer service to our valued passengers. You will assist customers with inquiries, provide solutions to travel-related issues, and ensure a seamless and positive experience. This remote position offers the flexibility of working from your own space while being part of a dynamic team committed to upholding American Airlines standards of excellence.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information regarding flight schedules, ticketing, reservations, baggage policies, and other travel-related services.
• Resolve customer complaints and issues with empathy and efficiency, ensuring a high level of customer satisfaction.
• Assist with booking, changes, and cancellations of flights while adhering to company policies and procedures.
• Identify and escalate complex issues or trends to appropriate departments for further resolution.
• Maintain up-to-date knowledge of American Airlines products, services, and procedures.
• Document customer interactions and resolutions accurately in the companys CRM system.
• Adhere to performance metrics and key performance indicators (KPIs) to meet or exceed departmental goals.

Required Skills and Qualifications:

• High School Diploma or equivalent; Associates or Bachelors degree preferred.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Strong problem-solving skills with a customer-centric approach.
• Proficiency in using computers and various software applications, including CRM systems.
• Ability to work independently and manage time effectively in a remote work environment.
• Flexibility to work various shifts, including evenings, weekends, and holidays as needed.
• High-speed internet connection and a dedicated, quiet workspace.

Experience:

• Previous experience in a customer service or call center role is highly preferred.
• Experience in the airline or travel industry is a plus.
• Proven track record of handling customer inquiries and resolving issues in a professional manner.

Working Hours:

• This position requires flexibility to work various shifts, including evenings, weekends, and holidays.
• Full-time and part-time schedules available, with specific hours to be discussed during the hiring process.

Knowledge, Skills, and Abilities:

• Strong interpersonal skills with the ability to build rapport with customers.
• Ability to remain calm and composed under pressure and in challenging situations.
• Detail-oriented with strong organizational skills and the ability to multitask.
• Commitment to delivering high-quality customer service and exceeding customer expectations.
• Ability to adapt to new technologies and processes quickly.

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Paid time off (PTO) and company holidays.
• Employee assistance program (EAP) and wellness initiatives.
• Discounts on American Airlines flights and other travel benefits.

Why Join:

Joining American Airlines means becoming part of a leading global airline that values its employees and is dedicated to delivering world-class service. As a remote Customer Support Representative, you will enjoy the flexibility of working from home while receiving the support and resources needed to excel in your role. We are committed to fostering a diverse and inclusive work environment where your contributions are valued and your professional growth is encouraged.

How to Apply:

To apply for the American Airlines Customer Support Representative (Work At Home) position, please submit your resume and a cover letter detailing your relevant experience and skills through our online application portal. We look forward to reviewing your application and potentially welcoming you to the American Airlines team. For any inquiries regarding the application process, please contact our HR department. American Airlines is an Equal Opportunity Employer and welcomes applications from all qualified individuals.