Specialist, Central Baggage Resolution (CBRO) (Phoenix, AZ, US)
Location: Rio West B Bldg (PHX-RWB1)
Additional Locations: None
Requisition ID: 35678
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!
The Central Baggage Resolution Office (CBRO) representative is a member of the Customer Care Organization within the Service Recovery Division of American Airlines. CBRO representatives are passionate about assisting customers who have experienced a service failure that impacts baggage and its contents. This type of customer service is referred to as service recover
§ Service as the single point-of-contact for customers who have experienced a baggage related service failure
§ Speak on the phone with customers regarding delayed baggage, lost baggage, damaged baggage, missing items and expenses incurred by customers due to service failures
§ Use customer service skills to de-escalate difficult conversations, speaking with professionalism and compassion at all times
§ Ask probing questions and request documentation from customers that is used to resolve baggage claims (e.g., baggage brand, color and type, specific baggage contents, etc.)
§ Simultaneously manage multiple customer claims according to department timelines
§ Adhere to government and airline regulations
§ Exercise good judgement when making decisions that have customer or financial impact
§ Correspond with customers via email
§ Follow customer claims through to final resolution
§ Exceed customer expectations and elevate their experiences
Required Qualifications
§ High School diploma or GED equivalency
§ One year of customer service experience
§ Basic computer knowledge (Microsoft Office)
§ Attention to detail with strong critical thinking, problem solving and communication skills
§ Able to work in an office environment
§ Detailed oriented
Preferred Qualifications
§ Post-secondary education
§ More than one year of customer service experience
§ Airline experience
§ Airport baggage service office experience
§ Knowledge of NetTracer, WorldTracer and Sabre applications
§ Fluent in both English and Spanish
Skills, Licenses & Certifications
- Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
- Ability to be detailed oriented
- Ability to lift and transport moderately heavy objects such as bags
- Ability to be self-motivated and a team player
- Ability to interact with both internal and external customers
- Demonstrated strong problem-solving abilities
- Ability to make fair and unbiased appraisals of customer travel concerns, based on multiple issues
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
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.
Additional Locations: None
Requisition ID: 35678
Apply Now
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