Customer Experience Escalation and Resolution RepresentativeThis job is a member of the Customer Experience Escalation and Resolution team within the Customer Experience Division. Responsible for retaining existing customers and preventing erosion of our customer base through timely and creative service failure resolution, while limiting financial exposure and capturing actionable data.What you'll do:Investigate and evaluate customer complaints of discriminationMake outbound calls to customers who have filed a complaintCoordinate efforts across operational departments to gather the facts necessary to respond to customer discrimination complaintsInvestigate these complaints by gathering, reviewing and analyzing factsRecommend and administer actions where appropriate, including customer compensationWork in a team environment to pursue creative solutions to service failuresAssist in continuing efforts to improve customer service by collecting complaint informationWork with other departments to resolve service failures and maintain customersMeet and maintain productivity and quality standards on a monthly basisCommit to 5 to 8 weeks of virtual training, beginning on date of hire (4 to 6 weeks of in-person training, beginning on the date of hire)All you'll need for success:Minimum Qualifications:High School diploma or GED Equivalency2 years experience in a customer service position with strong customer service skills2 years experience within a position that requires team interaction/goals settingExperience working with people in a customer-focused organizationExperience working in a team environment in an office or remotelyPreferred Qualifications:Relevant work experience in the airline industry, or customer relationsBachelor's degree or equivalent training/experienceSkills, Licenses & Certifications:Knowledge of company policies and proceduresKnowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.Ability to master unique departmental Customer Tracking System software, Advocate, SABRE and other customer research toolsAbility to investigate customer complaintsAbility to resolve time-sensitive, sometimes high-pressure, and complex issues in a multiple deadline environmentAdaptable and flexible to procedural changesStrong analytical skills, including logical and pro-active approach to problem-solvingPositive attitude and the desire to serve customersAttention to detail and the ability to investigate issues through to resolutionAbility to interact with all levels of managementAbility to think outside the box and develop creative solutions to recover customers who have experienced a service failureWhat you'll get:Feel free to take advantage of all that American Airlines has to offer:Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network.Health Benefits: Access to health, dental, prescription and vision benefits on day one, along with virtual doctor visits, flexible spending accounts and more.Wellness Programs: Tools, resources and support to help you be the best version of yourself.401(k) Program: Available upon hire with employer contributions after one year.Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.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+ Team Member 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.Cities: Fort Worth - TX Requisition ID: 87482