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PHX - Specialist Baggage Resolution

Date: Jan 11, 2017

Location: Phoenix, AZ, US

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Additional Locations: None
Requisition ID: 2144 

Job Description

Position Purpose:

Perform all aspects of baggage resolution from the time a customer reports a baggage mishandling until when the bag is returned to the customer, or the claim is settled.


Principal Duties and Responsibilities:

  • Perform centralized tracing functions to assist in reuniting customers with their bags
  • Communicate status updates to customers in regard to delayed luggage or claim progress
  • Accurately code NetTracer and CRM baggage mishandling files to create system baggage performance reports
  • Determine equitable resolutions for baggage losses, damages, pilferages, and delays
  • Acts as internal/external resource for baggage information
  • Capture data relative to our customers’ perceptions for the purpose of affecting positive change
  • Adhere to established department compensatory guidelines, while executing empowerment to go beyond parameters for extenuating circumstances
  • Act as a resource for small claims court cases, executive referral correspondence, interline billing, internet response, accounting check interface, NetTracer and WorldTracer support, and baggage policy communication
  • Accurately interpret and apply policies relating to Federal Aviation Regulations (FAR's), Air Carrier Access Act (ACAA), Americans with Disabilities Act (ADA), and ATA and IATA regulations, as they relate to customer inquiries and/or service incidents

Job Qualifications

  • High school diploma or GED
  • 2 years’ experience in a customer service position
  • Working knowledge of SABRE, BMAS, NetTracer, WorldTracer
  • Typing skill of at least 35 w.p.m.
  • Proficient with Microsoft Programs
  • Above average oral and written communication skills
  • Demonstrated strong problem-solving abilities
  • Position operates 7 days per week, hours of operation are 5:00am-10:30pm. Hours of operation and individual schedule assignments could be subject to change at any time. Must be willing to work any schedule
  • Willing to work voluntary and/or involuntary overtime as needed
  • Must be willing and able to attend 6 weeks of uninterrupted training on site at an American Airlines facility in Phoenix, AZ
  • The Phoenix, AZ Central Baggage Specialist position is located on site at an American Airlines facility. Must be willing to work where the position is located.
  • Willing to travel on company business if and when necessary
  • Must be able to read, write, fluently speak and understand the English language
  • In order to remain in the position and employed with the company there are multiple assessments and 1 final exam during training. Each must be passed with an 85% or better or the employee is released from the company.
  • Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
  • Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

Additional Locations: None
Requisition ID: 2144 

Nearest Major Market: Phoenix

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