• Customer Service Office - Based Reservations Call Center Representative Job in Raleigh

    Location: Raleigh, NC, USA

    Job Description

    This full-time, in-office position is based at our Raleigh-Durham Reservations Center, located at 500 Gregson Drive, Suite 100, Cary, NC 27511. 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.

    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

    • Join at a starting rate of pay of $14.74 per hour

    • Opportunity to earn additional income through revenue generating promotions and various programs

    • Annual step increases up to $32 per hour (under current contract)

    • Accrue up to two (2) weeks vacation in the first year for use in the subsequent calendar year

    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, working continuously at a workstation, with scheduled breaks and lunch periods

    • 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

    • The most competitive applicants

    • 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

    • 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

    Job Details

    Company: American Airlines

    Employment Type: Full-time

    Job Location: Raleigh, NC, USA