Agent, Reservations

Location: Liverpool Reservations (LPL-RESC)
Requisition ID: 57372

This is a permanent position based in Liverpool, work from home arrangement will be continued to be made during the COVID-19 pandemic.

**Intro**:
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

**Why you'll love this job**:
This role is part of the LPL (Liverpool) International Reservations team. The purpose of this role is primarily to meet the customers’ travel needs, by providing efficient and courteous service in their language of choice.

You must have the ability to work a variety of shifts in accordance with operational requirements and will report directly to a Customer Care Manager.

**What you'll do**:

- Assist with new and existing reservations on AA and AA partners via phone
- Actively sell AA products and services
- Provide accurate information regarding flights, fares, destinations, products and special offers
- Assist with AAdvantage related queries or issues
- Assist with baggage related queries or issues
- Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements
- Liaise with internal customers from other AA locations
- Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively
- Review own performance and coaching sessions using Compass and NICE tools
- Provide feedback on system issues

**All you'll need for success**:
Minimum Qualifications
- Education & Prior Job Experience
- GCSE or equivalent in English or Math
- Ability to work shifts including weekends and Bank Holidays
- Ability to provide the highest standards of customer service excellence
- Ability to achieve company goals through objective setting in areas of customer service, quantity of work, job knowledge, accuracy and revenue
- Excellent communication skills in both spoken and written French, German, Hebrew, Portuguese, Spanish and English
- Excellent listening, problem solving and decision making skills
- Ability to function efficiently in a fast paced environment
- Ability to learn, and adopt t new policies and procedures
- Ability to remain professional and maintain confidentiality
- Be people oriented with a positive and cooperative attitude
- Basic computer skills, including Microsoft Outlook

Preferred Qualifications
- Education & Prior Job Experience
- Previous experience in a call center environment or other relevant customer service experience
- Experience with airline reservations software, policies and procedures
- Ability to speak an additional language from the following list: French, German, Hebrew, Portuguese and Spanish.

**What you'll get**:
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

**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.

Job Level: 42
Requisition ID: 57372