Representative, Customer Experience Escalation and Resolution (Fort Worth, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Strong analytical skills","Logical problem-solving","Proactive approach","Positive attitude","Attention to detail","Adaptability","Ability to interact with all levels of management","Ability to think creatively"]

Join the Customer Experience Escalation and Resolution team to investigate and resolve customer discrimination complaints and other service failures. Make outbound calls, gather and analyze facts across operational departments, and recommend actions including customer compensation when appropriate. Use customer tracking systems and research tools to capture actionable data, meet monthly productivity/quality standards, and help improve service through ongoing complaint information collection and continuous resolution efforts.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Representative, Customer Experience Escalation and Resolution (Fort Worth, TX, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Join the Customer Experience Escalation and Resolution team to investigate and resolve customer discrimination complaints and other service failures. Make outbound calls, gather and analyze facts across operational departments, and recommend actions including customer compensation when appropriate. Use customer tracking systems and research tools to capture actionable data, meet monthly productivity/quality standards, and help improve service through ongoing complaint information collection and continuous resolution efforts.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Investigate and evaluate customer complaints of discrimination.
  • •Make outbound calls to customers who have filed a complaint.
  • •Coordinate with operational departments to gather facts needed to respond to discrimination complaints.
  • •Recommend and administer appropriate actions, including customer compensation.
  • •Investigate service failures, pursue creative solutions, and capture actionable complaint data to improve customer service.

Pay and Benefits

Perks:Health InsuranceDentalVisionFlexible Spending401kPet InsuranceVirtual DoctorDiscounts

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience in a customer service position with strong customer service skills.
  • •2 years of experience in a role requiring team interaction and goals setting.
  • •Experience working in a customer-focused organization and in a team environment (office or remotely).
  • •Ability to investigate customer complaints and resolve time-sensitive, complex issues in a multi-deadline environment.
Experience:2+ years
Education:High School
Skills:Strong analytical skillsLogical problem-solvingProactive approachPositive attitudeAttention to detailAdaptabilityAbility to interact with all levels of managementAbility to think creatively
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookAdvocateSABRE

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn