American Airlines Careers | Specialist, Central Baggage Resolution Job, PHX

Job Description

​​This job is a member of the Customer Planning Team within the Customer Experience Division.
​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.

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

  • ​Assists representatives performing centralized tracing functions to assist in reuniting customers with their bags

  • Ensures representatives stay within the company compensation guidelines and/or approve higher amounts

  • Communicates status updates to customers in regard to delayed luggage or claim progress

  • Codes NetTracer and CRM baggage mishandling files to create system baggage performance reports

  • Determines equitable resolutions for baggage losses, damages, pilferages, and delays

  • Acts as a leader and internal/external resource for baggage information

  • Captures data relative to our customers’ perceptions for the purpose of affecting positive change

  • Adheres to established department compensatory guidelines, while executing empowerment to go beyond parameters for extenuating circumstances

  • Acts 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

  • Interprets and applies 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 Requirements

  • ​​High School diploma or GED equivalency

  • 1 year customer service experience

  • 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

  • Preferred Qualifications

  • Airport baggage service experience

  • Knowledge of NetTracer, WorldTracer Baggage System and Shares

  • Fluent in Spanish

Job Details

Company: American Airlines

Employment Type: Full-time

Job Location: Phoenix, AZ, USA

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