Representative, Customer Experience Escalation and Resolution

Customer Experience Escalation and Resolution Representative

This job is a member of the Customer Experience Escalation and Resolution team within the Customer Experience Division. Responsible for retaining existing customers and preventing erosion of our customer base through timely and creative service failure resolution, while limiting financial exposure and capturing actionable data.
What you'll do:
Investigate and evaluate customer complaints of discrimination
Make outbound calls to customers who have filed a complaint
Coordinate efforts across operational departments to gather the facts necessary to respond to customer discrimination complaints
Investigate these complaints by gathering, reviewing and analyzing facts
Recommend and administer actions where appropriate, including customer compensation
Work in a team environment to pursue creative solutions to service failures
Assist in continuing efforts to improve customer service by collecting complaint information
Work with other departments to resolve service failures and maintain customers
Meet and maintain productivity and quality standards on a monthly basis
Commit to 5 to 8 weeks of virtual training, beginning on date of hire (4 to 6 weeks of in-person training, beginning on the date of hire)
All you'll need for success:
Minimum 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
Experience working with people in a customer-focused organization
Experience working in a team environment in an office or remotely
Preferred Qualifications:
Relevant work experience in the airline industry, or customer relations
Bachelor's degree or equivalent training/experience
Skills, Licenses & Certifications:
Knowledge of company policies and procedures
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
Ability to master unique departmental Customer Tracking System software, Advocate, SABRE and other customer research tools
Ability to investigate customer complaints
Ability to resolve time-sensitive, sometimes high-pressure, and complex issues in a multiple deadline environment
Adaptable and flexible to procedural changes
Strong analytical skills, including logical and pro-active approach to problem-solving
Positive attitude and the desire to serve customers
Attention to detail and the ability to investigate issues through to resolution
Ability to interact with all levels of management
Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure
What you'll get:
Feel free to take advantage of all that American Airlines has to offer:
Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: Access to health, dental, prescription and vision benefits on day one, along with virtual doctor visits, flexible spending accounts and more.
Wellness Programs: Tools, resources and support to help you be the best version of yourself.
401(k) Program: Available upon hire with employer contributions after one year.
Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.
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+ Team Member 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.
Cities: Fort Worth - TX Requisition ID: 87482