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Service Representative, AAdvantage


Location: AA Headquarters 2 (DFW-HDQ2) 
Additional Locations: None
Requisition ID: 36214 


Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job
  • AAdvantage Customer Service is a team within our Customer Insights and Loyalty (CI & L) group. You’ll bring your customer service expertise, product knowledge, communication skills, and analytical abilities in order to research and respond to customer inquiries in various forms such as inbound and outbound calls and email as well as a future focus on chat and other contact options.
  • It is essential for the ideal team member to deliver the highest quality of customer service in every contact.  During a fourteen-week training program, new employees are taught all aspects of the AAdvantage program.
  • The starting pay for this position is $15.90 per hour.  You may also be eligible for an annual merit-based raise. 
  • AAdvantage Customer Service (ACS) currently operates from 8:00 AM to 7:00 PM CST, Monday through Friday. As a new hires you will automatically receive a closing shift. (e.g. 10:30 AM -7:00 PM or 8:30 AM – 7:00 PM).  ACS is closed on company holidays and weekends.  Shift bids occur every three to four months and are based on tenure.
What you'll do

The AAdvantage Program generates a significant portion of the Company’s revenue through mileage sales to our partners.  The program offers members many ways to earn miles that may then be used for travel and other rewards.  Helping AAdvantage members maintain their accounts and supporting the marketing efforts of the CI & L team are part of the routine duties of an AAdvantage Account Specialist.


  • Take ownership and continuously demonstrate expertise over the AAdvantage product as you provide an elevated customer service experience to our most loyal customers
  • Engage with AAdvantage members and promote an award-winning program
  • Master several weeks of fast-paced, intensive training on products, processes, policies, and tools; and continue learning with recurrent training each year
  • Handle contacts from customers and gain their trust by providing solutions to their mileage usage and elite program status concerns
  • Work on a full-time basis, at a workstation, on a PC with a headset
  • On occasion, be offered voluntary overtime
  • Be assigned performance goals and receive coaching towards continuous improvement
  • Work within a caring environment with a passion for culture, diversity and a strong sense of community
To qualify for this position, you must have the following:
What you'll get
  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Employer matching contributions to your 401(k) program
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, incentive pay company credit union, and discounts on hotels, cars, cruises and more
Feel Free to be yourself at American

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+ Employee 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.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.


Additional Locations: None
Requisition ID: 36214 

This application process is online only.


Candidates should expect a rigorous screening and interview process that progresses through multiple phases of online screening and assessments, including a video interview session. The most competitive candidates will then progress to onsite testing. Those candidates who pass testing will proceed to an in-person interview.


Candidates must be available to begin employment and attend a training class as early as March 2020

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Customer Service Representative, Bank, Banking, Credit Union, Customer Service, Finance

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