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about 1 year ago
American Airlines
Location: Fort Worth
Job type: Contract/Locum
Contact: No Name
Category: Customer Service Jobs

Job Description

This customer service representative position will handle phone inquires and handle administrative tasks on behalf of the flight attendants. This position functions as part of a larger team that must work cohesively in order to accomplish assigned tasks. This position works within a dynamic call-center environment and requires shift work. Hours of operation are from 0700 to 1800 Central Time (Monday through Friday). This position is approximately 50% handling phone inquires and 50% administrative.


We are seeking high energy customer service oriented individuals who enjoy working in a team environment on a variety of tasks. This position performs a wide variety of duties such as:

  • Transactions related to the administration of flight attendant such as payroll
  • Leave of absence processes
  • Family leave recodes
  • Assisting with setting up training and travel to training
  • Various transactions in SHARP/SAP (AA Payroll System)
  • Manipulate flight attendant payroll records in SABRE and SHARP
  • Handle PTRs (removing flight attendants from and returning them to payroll)
  • Monitor flight attendants on leaves of absence
  • Keep accurate payroll-related records
  • Administer the Maternity Leave and other leave of absence processes
  • Research flight attendant customer compliment and complaint letters
  • Set up training and travel

Job Qualifications

  • High School Diploma or GED.
  • Must demonstrate proficiency in navigating various PC and MS Office Suite applications as well as the use of web-based tools.
  • ​Required PC Skills: Outlook, SABRE, MS Excel, MS Word, SHARP.
  • Minimum typing skills of 35 to 50 WPM as this position requires timely and accurate record keeping.
  • Must have excellent intrapersonal and communication skills.
  • Ability to read, write, fluently speak and understand the English language.
  • Proficiency in SABRE DECS and RES.
  • Experience working with a contract labor group and knowledge of the flight attendant CBA is strongly preferred.
  • Previous call/contact center experience a plus.
  • Previous on-the-job office/clerical experience desired.
  • May require shift work including weekends and holidays.


Additional skills required for the position:

  • Must be able to effectively manage multiple tasks and prioritize them appropriately while taking direction from several sources.
  • Must be comfortable dealing with a high volume of phone calls as well as interacting with a variety of constituents including, but not limited to: flight attendants, various levels of management, and the union representing the flight attendants.
  • Must be able to provide consistent, clear and accurate information to the customer, have the ability to understand issues and problems presented to them on the phone and provide timely solutions in accordance with company policy and procedure.
  • Must be able to handle a high volume of administrative tasks.
  • Must perform well in a team-oriented environment and work cooperatively with other team members to manage varying workload and collectively meet departmental goals.

Additional Locations: None
Requisition ID: 2184 


Nearest Major Market: Fort Worth 
Nearest Secondary Market: Dallas 
Job Segment: Payroll, ERP, Clerical, Customer Service Representative, Call Center Representative, Finance, Technology, Administrative, Customer Service

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