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Specialist, Central Baggage Resolution (CBRO)

Date: Jan 9, 2019

Location: Phoenix, AZ, US

Req ID: 26065

Note: Start date for this position will be 3/25/19.  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: 26065 



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


Responsible for acting as a leader and resource for 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.




Required Qualifications

  • High School diploma or GED equivalency
  • 1 year customer service experience

Preferred Qualifications

  • Airport baggage service experience
  • Knowledge of NetTracer, WorldTracer Baggage System and Shares
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Strong analytical skills
  • Ability to be self-motivated and a team player
  • Ability to interact effectively with both internal and external customers
  • Demonstrated strong problem-solving abilities
  • Ability to make fair and unbiased appraisals of customer travel concerns, based on multiple issues
  • Ability to effectively communicate both verbally and written with all levels within the organization


Additional Locations: None
Requisition ID: 26065 

Nearest Major Market: Phoenix