Job Description
Representative, Flight Service Administration
This job is a member of the Flight Service Team within the Customer Experience Division. Responsible for performing a wide variety of duties within Flight Service including transactions related to the administration for flight attendants such as payroll, leave of absence processes, family leave recodes and assisting with setting up training and travel to training.
Benefits and Offers
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: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Your main responsibilities in this role include the following:
Duties and Responsibilities
Handle phone inquiries and perform a wide variety of duties related to scheduling Flight Attendant Administration duties in both the Semi-automated Business Research Environment (SABRE) and Crew Activity Tracking System (CATS)
Ability to understand and explain policies and procedures in accordance with the AA/APFA Joint Collective Bargaining Agreement
Ability to handle a high volume of phone calls as well as interacting with a variety of departments including, but not limited to: flight attendants, various levels of management, and the union representing the flight attendants
Ability to document discussion records with accuracy and in a timely manner
Provide consistent and clear information to the customer and have the ability to understand issues presented on the phone and provide solutions in accordance with policy and procedure
Job Requirements
High school diploma or GED equivalency
Knowledge of Microsoft Office
Knowledge in SABRE, DECS and RES
Ability to make independent decisions and collaborate with manager and team members
Ability to type 35 to 50 WPM as this position requires timely and accurate record keeping
Willing and able to work extra hours to meet operational needs
Willing and able to work rotating shifts, including weekends and holidays
Strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization
Experience working with a contract labor group and knowledge of the flight attendant JCBA
Previous call center/contact center experience
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