Winston Salem, NC
American Airlines is seeking Full Time Home-Based Representative at the Winston-Salem Reservations Location.
The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement
If you are a member of CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. Please go to https://transfer.aa.com and submit a transfer request.
**Intro**
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
**Why you’ll love this job**
Reservations Representatives sell American Airlines service to prospective customers by answering incoming calls and assisting customers in reaching satisfactory solutions to their travel-related needs. They apply sales techniques while providing schedules, fare and flight information to our customers in a manner that meets the standards of high customer service as outlined in training and the call handling guidelines.
**What you’ll do**
**These are the essential functions of the job**
_This list is intended to reflect the current job but there may be additional essential functions (and non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed when operationally necessary, observing, of course, any legal obligations including any collective bargaining obligations._
+ Book, modify, and refund tickets using American Airlines ticketing systems
+ Provide ticket options and recommendations to inquiring customers
+ Provide requested information to customers about their flights and reservations
+ Respond to all customer requests and questions in a timely manner
+ Provide special fares for military and government
+ Upgrade class of service based on Business Extra points, cash, or miles
+ Provide AAdvantage account information and basic servicing to customers
+ Advise customers on domestic and international travel requirements
+ Complete requests for special assistance (e.g., disabilities, service animals, wheelchair requests)
+ Make outbound calls for rebooking and service recovery
+ Solicit rental car, hotels, and credit card services
+ Transfer customers to appropriate desk or external partners
+ Receive calls from external and internal customers
+ Communicate with other internal departments/associates
+ Provide quality customer service in a professional manner in accordance with American’s guidelines
+ Provide support to other departments/desks
+ Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
+ Complete job-relevant trainings
+ Adhere to government regulations (e.g., DOT, FAA, TSA)
+ Adhere to company policies, procedures, and performance standards
+ Use multiple internal resources/systems, including during customer interactions
+ Ensure appropriate management of time throughout the workday
* Reasonable accommodations may be made for qualifying individuals with disabilities.
**All you’ll need for success**
**Minimum Qualifications- Education & Prior Job Experience**
+ Must be at least 18 years of age
+ High school diploma or GED required
+ Must live and work within a seventy-five (75) mile radius from the Reservations Office
+ Ability to work a variety of shifts, including p.m. shifts, weekends and holidays assigned by seniority according to our 24-hour operational needs, and overtime as required
+ Ability to read, write, fluently speak and understand the English language
+ Ability to perform duties while remaining at a workstation for extended periods of time
+ Ability to concentrate on details and handle multiple tasks with accuracy while providing outstanding customer service
+ Self-disciplined and accountable for performing job functions with minimal supervision
+ Resourceful and skilled in problem-solving and be able to handle difficult/stressful situations
+ Previous Reservations or Customer Service experience in a call-center environment is desired, but not required
**Required to provide at your own expense:**
+ A separate, dedicated area within the home in which to work including a workstation that is ergonomically sound
+ Subscribe to and maintain a high-speed internet connection such as DSL, broadband cable or fiber optic with a minimum subscribed downstream/upstream connection speed of 2MB/1MB or higher
+ All equipment including computer, monitor, keyboard, mouse, surge protector, (a USB headset will be provided)
+ Have and maintain properly located smoke detectors, satisfactory lighting and a grounded electrical outlet
+ You will be required to provide and maintain your own computer
+ Have and maintain a dedicated phone line. No cellular service allowed and some VoIP services are not allowed
+ Must have reliable transportation to attend training and team meetings
*Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate.
**What you’ll get**
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
**Feel free to be yourself at American**
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.
*Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate.
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.
