Representative I/Representative II, Inflight Administration

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!

• ​This job is a member of the Flight Service Team within the Customer Experience Division.
• ​Responsible for performing a wide variety of duties within Flight Service including transactions related to the administration for flight attendants such as payroll, leave of absence processes, family leave recodes and assisting with setting up training and travel to training.

• Handle phone inquiries and perform a wide variety of duties related to scheduling Flight Attendant Administration duties in both the Semi-automated Business Research Environment (SABRE) and Crew Activity Tracking System (CATS)
• Ability to understand and explain policies and procedures in accordance with the AA/APFA Joint Collective Bargaining Agreement
• Ability to handle a high volume of phone calls as well as interacting with a variety of departments including, but not limited to: flight attendants, various levels of management, and the union representing the flight attendants
• Ability to document discussion records with accuracy and in a timely manner
• Provide consistent and clear information to the customer and have the ability to understand issues presented on the phone and provide solutions in accordance with policy and procedure

Minimum Qualifications- Education & Prior Job Experience

• ​High school diploma or GED equivalency

Preferred Qualifications- Education & Prior Job Experience

• ​Experience working with a contract labor group and knowledge of the flight attendant JCBA
• Previous call center/contact center experience

Skills, Licenses & Certifications

• ​Knowledge of Microsoft Office
• Knowledge in SABRE, DECS and RES
• Ability to make independent decisions and collaborate with manager and team members
• Ability to type 35 to 50 WPM as this position requires timely and accurate record keeping
• Willing and able to work extra hours to meet operational needs
• Willing and able to work rotating shifts, including weekends and holidays
• Strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization

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.