Job Description
American Airlines is seeking Full Time Office Based Representative at the Raleigh-Durham Reservations Center.
As a member of our Global Reservations organization, you will work together with fellow team members in multiple offices around the world, and deliver elevated sales and service to customers.
Successful Reservations Representatives care for people on life’s journey by connecting with customers and providing solutions to their travel needs.
Benefits and Offers
Feel free to take advantage of all that American Airlines has to offer:
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
Master several weeks of fast-paced, intensive training on products, processes, policies and tools; and continue learning with recurrent training each year
Handle contacts from customers and gain their trust by providing solutions to their travel needs
Listen to the customers’ needs and proactively offer options
Generate revenue by selling tickets and related products/services
Offer a high level of customer service
Work on a full-time basis, at a workstation
Ability to work in an operation that covers a 24-hour period which includes weekends and holidays and day/evening/overnight shifts that could vary throughout the year and as determined through seniority bidding
On occasion, be offered voluntary overtime and required to work mandatory overtime
Be assigned performance goals and receive coaching towards continuous improvement
Work within a caring environment with a passion for culture and diversity with a strong sense of community, volunteer groups and support of various cause
Job Requirements
Will be at least 18 years of age
Will have a high school diploma or GED Equivalency
Can read, write, and fluently speak and understand the English language
Will be able to perform duties while remaining at a workstation for extended periods of time
Can work as scheduled and in accordance with the American Airlines Attendance policy
Will concentrate on details and handle multiple tasks with accuracy while providing outstanding customer service
Are self-disciplined and accountable for performing job functions with minimal supervision
Are resourceful, skilled in problem-solving and are able to handle difficult/stressful situations
Are comfortable selling products
Are confident in using technology and navigating through multiple applications during a single call
Have previous Reservations and/or Customer Service experience in a contact center environment
Have previous Sales experience
Thrive on continuous improvement and goal attainment
Have a passion for travel with the interest, knowledge, and experience to become a customer’s trusted advisor
