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about 1 year ago
American Airlines
Location: Phoenix, Arizona
Job type: Contract/Locum
Contact: No Name
Category: Customer Service Jobs

Job Description


Customer Relations Representatives are in the business of customer recovery.  Representatives strive to creatively resolve customer’s issues and recover customers who have experienced a service failure.



  • Communicate with customers to investigate and resolve complaints
  • Work in a team environment to pursue creative solutions to service failures
  • Provide compensation to customers when appropriate
  • Assist American Airlines in continuing efforts to improve customer service by collecting complaint information
  • Investigate customer complaints using a variety of software systems
  • Collaborate with Customer Relations Departments from our partner airlines to ensure that customers receive a consistent level of service
  • Work with other departments to resolve service failures and maintain customers

Job Qualifications


  • 2 years’ experience in a customer service position, 5 years preferred
  • High School diploma/GED or equivalent
  • Some college experience/college degree preferred
  • Positive attitude and the desire to serve customers
  • Experience working with people in a customer-focused organization
  • Experience working in a team environment in an office or remotely
  • Excellent written and verbal communication skills
  • Attention to detail and the ability to investigate issues through to resolution
  • Ability to interact with all levels of management
  • Knowledge of MS Office products: Word, Outlook, Excel, and Internet Explorer
  • Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools

Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure.

Additional Qualifications

Additional Logistical Requirements:

  • The Phoenix, AZ Customer Relations Representative position is located on site at an American Airlines facility. Must be willing to work at the facility where this position is located.
  • Must be willing and able to attend 6 weeks of uninterrupted training at an American Airlines facility in Phoenix, AZ.
  • Position is based in Phoenix, AZ, no relocation assistance to Phoenix, AZ is provided.
  • Position operates 7 days per week and the hours of operation are 6:00am-5:30pm. Must be willing to work any schedule. Hours of operation and individual schedule assignments could be subject to change at any time.
  • Willing to work voluntary and/or involuntary overtime as needed.
  • In order to remain in the position and employed with the company there are 7 quizzes and 1 final exam during training. Each must be passed with an 85% or better or the employee is released from the company.

Additional Locations: None


Nearest Major Market: Phoenix 
Job Segment: Customer Service Representative, Customer Service

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