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Representative, Customer Relations (CR)

Date: Nov 27, 2018

Location: Phoenix, AZ, US

Req ID: 24694

Note: Start date for this position will be either 1/28/19 or 2/4/19.  Please make sure you are able to start at that time.

If you do not live in the Phoenix area, we will not be able to proceed further, as relocation services will not be provided.


Location: Rio West B Bldg (PHX-RWB1) 
Additional Locations: None
Requisition ID: 24694 



Join us for a career with endless possibilities.
Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers.  At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.


About The Job


Principal Duties and Responsibilities

American Airlines is seeking candidates for Customer Relations Service Representative to work at our Phoenix/Rio Salado location. 

  • Communicate with customers to investigate and resolve complaints
  • Work in a team environment to pursue creative solutions to service failures
  • Provide compensation to customers when appropriate
  • Assist American Airlines in continuing efforts to improve customer service by collecting complaint information
  • Investigate customer complaints using a variety of software systems
  • Collaborate with Customer Relations Departments from our partner airlines to ensure that customers receive a consistent level of service
  • Work with other departments to resolve service failures and maintain customers




Required Qualifications

  • High School diploma or GED Equivalency
  • 2 years experience in a customer service position with strong customer service skills
  • 2 years experience within a position that requires team interaction/goals setting

Preferred Qualifications

  • Some college experience/college degree preferred
  • Positive attitude and the desire to serve customers
  • Experience working with people in a customer-focused organization
  • Experience working in a team environment in an office or remotely
  • Excellent written and verbal communication skills
  • Attention to detail and the ability to investigate issues through to resolution
  • Ability to interact with all levels of management
  • Knowledge of MS Office products: Word, Outlook, Excel, and Internet Explorer
  • Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools
  • Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure



Additional Logistical Requirements


  • The Phoenix, AZ Customer Relations Representative position is located on site at an American Airlines facility. Must be willing to work at the facility where this position is located
  • Position is based in Phoenix, AZ, no relocation assistance to Phoenix, AZ is provided
  • Position operates 7 days per week and the hours of operation are 6:00am-5:30pm. Must be willing to work any schedule. Hours of operation and individual schedule assignments could be subject to change at any time
  • Willing to work voluntary and/or involuntary overtime as needed
  • Must be willing and able to attend 8 weeks of uninterrupted training at an American Airlines facility in Phoenix, AZ. Employees must pass the training course with a GPA of 85% or higher in order to remain employed by the company. GPA is calculated using the scores of biweekly multiple choice assessments and 2 practical assessments.


Additional Locations: None
Requisition ID: 24694 

Nearest Major Market: Phoenix

Job Segment: Customer Service Representative, Customer Service