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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $40,700.00 - $67,000.00
Work Schedule
Weekend Shifts
Night Shifts
Benefits
Travel perks
health benefits
wellness programs
401(k) program
Employee assistance program
Pet insurance
Discounts on hotels, cars, cruises
Job Description
American Airlines is the largest airline in the world, offering an extensive global network with more than 6,800 daily flights to 365 destinations. Known for its commitment to excellence in customer service and innovation, American Airlines has become a leader in the aviation industry by connecting people, communities, and businesses worldwide. As a company, American Airlines values diversity, inclusion, and the development of its employees, fostering an environment where team members can thrive both professionally and personally. This commitment is reflected in its broad range of employee benefits designed to support health, wellness, financial security, and career growth from day... Show More
Job Requirements
- Bachelor's degree or equivalent experience
- 4 years demonstrated experience effectively managing and motivating a team
- 4 years customer service/sales experience
- ability to work nights, weekends, and/or holidays as well as extended hours
- ability to travel
Job Qualifications
- Bachelor's degree or equivalent experience
- 4 years demonstrated experience effectively managing and motivating a team
- 4 years customer service/sales experience
- knowledge of Microsoft Office including Word, Excel, Outlook
- ability to manage management, non-management and contract labor work groups
- demonstrated ability to positively manage in an ever-changing work environment
- excellent organization skills
- strong presentation skills
- ability to be innovative and analytical
- ability to understand and communicate job-related policies and procedures to employees
- airline, call center, or travel agency background preferred
Job Duties
- Provides outstanding customer service to internal and external customers
- trains, coaches, and mentors team members to achieve individual and corporate goals
- develops a high-performance culture, supporting specific, key performance measures
- communicates business strategies
- provides clear direction and expectations to assist in meeting all business strategies
- develops successful incentive strategies for front-line employees
- acts as the liaison for the call center with other departments
- partners with Operations to meet key operational objectives
- partners with Training, Marketing, and Operations to roll out new products, systems, automation enhancements, sales techniques, brands, destinations, etc
- works closely with Human Resources to ensure understanding and proper application of policies and procedures
- manages staff assignments
- monitors and evaluates performance
- participates in recruiting, selection, and orienting new employees to the Reservations team
- ensures quality delivery of customer service by overseeing the monitoring process, as well as providing employee development
- ability to work nights, weekends, and/or holidays as well as extended hours
- ability to travel
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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