Intro

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

The Reservations Representative is a member of the Mexico Reservations team within the MTY Reservations division. The role is responsible for assisting customers with airline reservations by providing booking support, travel information, and special services. Other tasks will include ensuring compliance with regulations, using internal systems effectively, and delivering high-quality service in coordination with internal teams.

What you'll do

This list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
•    Assist customers with booking, modifying, refunding, and upgrading airline reservations using American Airlines systems
•    Provide accurate travel information including flight details, fare options, AAdvantage account support, and travel requirements
•    Respond promptly and professionally to customer inquiries across various channels
•    Handle special service requests such as disability assistance, service animals, and wheelchair accommodations
•    Promote and process ancillary services including rental cars, hotel bookings, and co-branded credit card offers
•    Collaborate with internal departments and transfer customers to appropriate resources as needed
•    Adhere to all company policies, procedures, government regulations, and complete required training
•    Report to assigned shifts and locations on time including during weekends, holidays, and mandatory overtime while managing time effectively

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

•    Completion of secondary school or equivalent education level
•    1 year experience in customer service, call center operations, or related field

Preferred Qualifications – Education & Prior Job Experience  
•    Bachelor’s degree in business administration, travel, hospitality, or a related field
•    2+ years of experience in airline reservations or travel and tourism industry

Skills, Licenses, and Certifications
•    Demonstrates strong customer service orientation
•    Communicates effectively through verbal and written channels
•    Solves problems and applies critical thinking under pressure
•    Maintains high attention to detail and accuracy
•    Collaborates efficiently in fast-paces, team-oriented environments

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

1.    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.
2.    Health Benefits: You’ll have access to your health, dental, prescription and vision benefits to help you stay well.
3.    Additional Benefits: Other great benefits include our Pension Program, Employee Assistance Program, 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+ 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.

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.