Specialist, Customer Success (Dallas, TX, US)

About the position 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! As a Customer Success Specialist, you will be an integral part of our Reservations and Service Recovery team, responsible for managing and resolving customer inquiries, feedback, and complaints. The role requires critical thinking, effective communication skills, a strong customer-centric approach (we differentiate CX by status), and the ability to navigate complex situations with empathy and professionalism. You will play a crucial role in maintaining positive relationships between American Airlines, its customers, and partners. Customer Success Travel Professionals are passionate about assisting all customers who have experienced a service failure and about caring for American Airlines' valuable AAdvantage customers. This is an home-based position.

Responsibilities

• Strive to achieve AA, Service Recovery, and individual performance goals with every customer interaction
• Respond to customer inquiries promptly and professionally through various communication channels, including phone, email, and online forms
• Own resolving issues and preventing a future contact without adding customer friction during the first contact
• Serve as the single point-of-contact for customers who have experienced any service failures, including and not limited to; customer relations, refunds, baggage claims, and/or issues related to customers' AAdvantage accounts
• Communicate with customers and team members via email or over the phone to investigate and resolve complaints
• Ensure the customer knows that their concern is important by listening/reading for understanding, then empathetically asking probing questions and requesting documentation from customers necessary to resolve customer complaints
• Investigate customer complaints using a variety of applications and resources
• Provide compensation to customers when appropriate
• Surface process and/or technical issues that may cause customer friction or drive poor customer experiences
• Use customer service skills to de-escalate difficult conversations, speak with professionalism, empathy, and compassion at all times.
• Leverage de-escalation and/or contact control skills to resolve customer/partner issues as efficiently as possible
• Connect with AAdvantage members to answer account questions and resolve issues
• Help AAdvantage members maintain or increase their status by supporting our AAdvantage marketing campaigns
• Help keep our AAdvantage members' accounts safe by working with the Privacy and Security office
• Work in a team environment to pursue creative solutions to service failures
• Assist in continuing efforts to improve customer service by collecting complaint information
• Work with other departments to resolve service failures to retain customers
• Collaborate with Service Recovery Departments from our partner airlines and international locations to ensure that customers receive a consistent level of service

Requirements

• High School diploma or GED equivalency
• One year of customer service experience
• Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook
• Attention to detail with strong critical thinking, problem solving and communication skills
• Excellent communication and problem-solving abilities.
• Flexibility to work any shift and ability to work some weekends and holidays as necessary
• Ability to work in a fast-paced and dynamic environment
• Ability and willingness to be in-office
• Ability to quickly learn and become proficient in new software applications
• Ability to be self-motivated and a team player

Nice-to-haves

• Post-secondary education
• More than one year of customer service experience
• Familiarity with airline operations, policies, and regulations
• Knowledge of customer service software and tools
• Knowledge of Ventana, NetTracer, WorldTracer and other SABRE applications
• The ability to speak multiple languages fluently is a plus

Benefits

• 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

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