Job Description

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

• ​​This job is a member of the Flight Services Team within the Customer Experience Division.
• Responsible for performing a wide variety of duties within Flight Service, including transactions related to the administration for flight attendants such as payroll, leave of absence processes, family leave recodes and assisting with setting up training and travel to training.

What you'll do

• Acts as a Team Lead being positive, compassionate, team oriented, work cooperatively with other leads
• Works as a lead including handling phone calls and administrative tasks
• Creates a fun and enthusiastic environment for the reps
• Focuses on recognition and rewards for reps
• Liaison for the Service Center representatives and the Flight Service Base Management
• Liaison between reps Medical, Employee Services FMLA eligibility staff, Pay Comp, Payroll, FSU, APFA, 
• Responsible for assisting representatives with 'difficult' calls and unique situations. 
• Monitors reps calls to ensure customer service, quality assurance and to provide feedback to the reps 
• Creates and manages the distribution of daily reports to Base Management and Pay Compensation detailing the previous day transactions. 
• Ensures that the team meets its overall customer service levels. 
• Coordinates and directs the daily activities of the reps including analyzing the Service Center statistics throughout the day to adjust manning as needed,
• Creates daily statistical report summary for the team
• Serves as a "resident expert" in one or more the following area as they relate to the flight attendant work group: Administration (including payroll), FMLA policy and procedure, and Training
• Works in tandem with other Lead Specialists to effectively prioritize and manage a constantly shifting workload (cross-utilization) while motivating team members in a dynamic environment
• Ability to work extra hours to meet operational needs
• Ability to work rotating shifts, including weekends and holidays

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High school diploma or GED equivalency

Preferred Qualifications- Education & Prior Job Experience

• Experience working with a contract labor group and knowledge of the flight attendant JCBA
• Previous call center/contact center experience
• Case Manager system knowledge
• NAVIA– General Admin (GA), Reporting
• FlightCAPS system knowledge

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc.
• Knowledge in SABRE, DECS and RES
• Ability to make independent decisions and collaborate with manager and team members
• Ability to type 35 to 50 WPM as this position requires timely and accurate record keeping
• Strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization
• Ability to multi-task effectively
• Ability to work effectively with sensitive information while maintaining confidentiality

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.

Job Tags

Holiday work, Contract work, Remote job, Flexible hours, Shift work, Rotating shift, Day shift,

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