Specialist, Customer Success

Customer Success Specialist

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, 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 a home-based position.

Your responsibilities include :

• 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

All you'll need for success :

Required Qualifications :

Preferred Qualifications :

Skills, Licenses and Certifications :

What you'll get :

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.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices : hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.