Full-Time Call Center Representative / Home-Based Reservations Representative

American Airlines is seeking Full Time Home Based Representative at the Winston-Salem Reservations Location.
 
The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement
 
If you are a member of CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. Please go to https://transfer.aa.com and submit a transfer request.
Training Classes will begin June 2023.
Overview
Join us for a career with endless possibilities.
Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.
You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.
What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.
Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.
Why you'll love this job
Reservations Representatives sell American Airlines service to prospective customers by answering incoming calls and assisting customers in reaching satisfactory solutions to their travel-related needs. They apply sales techniques while providing schedules, fare and flight information to our customers in a manner that meets the standards of high customer service as outlined in training and the call handling guidelines.
What You'll Do
This position allows you to work from your home-office and requires you to remain at your workstation for extended periods of time. American Airlines is a 24-hour operation. Schedules will likely include weekends, holidays, day and evening shifts, and could vary throughout the year. You will be required to work from an American Airlines training facility for approximately 10 weeks, which includes several weeks of fast-paced, intensive training.

• Be assigned performance goals and receive coaching towards continuous improvement
• Work on a full-time basis, working continuously at a workstation, with scheduled breaks and lunch periods
• Offer a high level of customer service
• Master several weeks of fast-paced, intensive training on products, processes, policies and tools; and continue learning with recurrent training each year
• Generate revenue by selling tickets and related products/services
• Work within a caring environment with a passion for culture and diversity with a strong sense of community, volunteer groups and support various causes
• Work in an operation that covers a 24-hour period which includes weekends and holidays and day, evening, overnight shifts that could vary throughout the year and as determined through seniority bidding
• On occasion, be offered voluntary overtime and required to work mandatory overtime
• Listen to the customers’ needs and proactively offer options
• Handle contacts from customers and gain their trust by providing solutions to their travel needs

Successful Reservations Representatives care for people on life’s journey by connecting with customers and providing solutions to their travel needs.
All you'll need for success
Qualified Applicants

• Must live and work within a seventy-five (75) mile radius from the Reservations Office
• Can work as scheduled and in accordance with the American Airlines Attendance policy
• Can read, write, and fluently speak and understand the English language
• Are self-disciplined and accountable for performing job functions with minimal supervision
• Will be able to work a variety of shifts, including morning, afternoon, evening and overnight shifts, weekends and holidays assigned by seniority according to our 24-hour operational needs, and overtime as required
• Will be able to perform duties while remaining at a workstation for extended periods of time
• Will concentrate on details and handle multiple tasks with accuracy while providing outstanding customer service
• Will have a high school diploma or GED Equivalency
• Will be at least 18 years of age
• Are resourceful, skilled in problem-solving and are able to handle difficult/stressful situations

The Most Competitive Applicants

• Have previous Reservations and/or Customer Service experience in a contact center environment
• Are confident in using technology and navigating through multiple applications during a single call
• Thrive on continuous improvement and goal attainment
• Have a passion for travel with the interest, knowledge, and experience to become a customer’s trusted advisor

Required To Provide At Your Own Expense

• Memory (RAM) – 4 GB or more
• Have and maintain properly located smoke detectors, satisfactory lighting and a grounded electrical outlet
• Operating system of Windows 10 or later
• The user is responsible to maintain a stable internet environment from their workplace that meets the minimum speed requirements
• Repeated and/or ongoing technical issues with your service may require that you switch your service provider.
• The user is responsible to work with their Internet Service Provider (ISP) to resolve any quality of service issues
• Free of call waiting, unknown call block, call forwarding and voicemail
• A separate, dedicated area within the home in which to work including a workstation that is ergonomically sound
• The following are the minimum hardware requirements:
• No Magic Jack, BasicTalk, Vonage or other similar service due to known issues
• Internet Service
• Computer – Hardware/Software
• Anti-virus software is highly recommended
• Traditional land-line or VOIP
• All equipment including computer, monitor, keyboard, mouse, and surge protector (a USB headset will be provided)
• The minimum speed requirements are 10 Mbps download and 5 Mbps upload (You can test your speeds at www.speakeasy.net/speedtest/. Click on closest location to you.)
• Hard disk – 40 GB available disk space
• The service must be from a full service provider
• Display – 1024 x 768 or higher resolution display
• If using VOIP, a higher minimum speed may be required
• Mac/Apple and Chromebook operating systems are not supported
• Phone Line
• Ethernet port for wired internet connectivity
• Surge protector recommended
• The computer (itself) must be hard-wired to the internet modem. Wi-Fi/Wireless cannot be used while on shift
• Must have reliable transportation to attend training and team meetings
• Processor – 2 GHz or above
• Meaning they can send a technician to the rep’s home if they encounter issues.

What You'll Get
Feel free to take advantage of all that American Airlines has to offer:

• Opportunity to earn additional income through revenue generating promotions and various programs
• 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
• Join at a starting rate of pay of $13.05 per hour
• Annual step increases up to $30.31 per hour (under current contract)
• 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
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
• Accrue up to two (2) weeks vacation in the first year for use in the subsequent calendar year
• 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

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.

• Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate.