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Representative, Flight Attendant Service Center

Date: Jan 11, 2018

Location: Ft Worth, TX, US

Req ID: 15012

Location: AA Headquarters 2 (DFW-HDQ2) 
Additional Locations: None
Requisition ID: 15012 

Job Description

We are seeking high energy customer service oriented individuals to join us at the Flight Attendant Service Center. This position functions as part of a larger team that must work cohesively in order to accomplish assigned tasks. This position performs a wide variety of duties such as; transactions related to the administration of flight attendant such as payroll, leave of absence processes, family leave recodes for LAA/LUS and assisting with setting up training and travel to training. These openings require shift work: Hours of operation are from 0700 to 1800 Central Time (Monday through Friday and 0830 – 1700 Central Time (Saturday & Sunday).


Duties and Responsibilities

  • Handle phone inquiries and perform a wide variety of duties related to scheduling Flight Attendant Administration duties in both the Semi-automated Business Research Environment (SABRE) and Crew Activity Tracking System (CATS)
  • Must be able to understand and explain policies and procedures in accordance with the AA/APFA Joint Collective Bargaining Agreement 
  • Must be able to handle a high volume of phone calls as well as interacting with a variety of departments including, but not limited to: flight attendants, various levels of management, and the union representing the flight attendants
  • Must be able to document discussion records with accuracy and in a timely manner.  Should provide consistent and clear information to the customer and have the ability to understand issues presented on the phone and provide solutions in accordance with policy and procedure
  • Perform a wide variety of office duties for one or more management and/or specialist personnel 

Job Qualifications

  • Must have High School Diploma or GED
  • Must have minimum typing skills of 35 to 50 WPM as this position requires timely and accurate record keeping
  • Effectively manage multiple tasks and prioritize them appropriately while taking direction from several sources
  • Must demonstrate proficiency in navigating various PC and MS Office Suite applications as well as the use of web-based tools
  • Proficiency in SABRE DECS and RES
  • Must provide consistent, clear and accurate phone etiquette 
  • Be able to handle a high volume of administrative tasks
  • Must be able to perform well in a team-oriented environment and work cooperatively with other team members to manage varying workload and collectively meet departmental goals
  • Prefer previous call/contact center experience a plus
  • Must have excellent intrapersonal and communication skills  
  • Have the ability to read, write, fluently speak and understand the English language
  • Experience working with a contract labor group and knowledge of the flight attendant JCBA is strongly preferred

Additional Locations: None
Requisition ID: 15012 

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Payroll, Flight Attendant, Customer Service Representative, Finance, Aviation, Customer Service