Representative I/Representative II, Inflight Administration

American Airlines Group - Dallas, TX

Full-time - Entry Level

Dallas, TX

5,001-10,000 employees

Air Transportation

About the position

The Representative I/Representative II, Inflight Administration role at American Airlines is a vital position within the Flight Service Team, part of the Customer Experience Division. This position is responsible for managing various administrative tasks related to flight attendants, including payroll, leave processes, and training arrangements. The role requires effective communication and problem-solving skills to handle inquiries and provide accurate information to flight attendants and management.

Responsibilities

• Handle phone inquiries related to Flight Attendant Administration duties.
• Perform scheduling tasks using the Semi-automated Business Research Environment (SABRE) and Crew Activity Tracking System (CATS).
• Explain policies and procedures in accordance with the AA/APFA Joint Collective Bargaining Agreement.
• Document discussion records accurately and in a timely manner.
• Provide consistent and clear information to customers and resolve issues according to policy.

Requirements

• High school diploma or GED equivalency.
• Experience working with a contract labor group and knowledge of the flight attendant JCBA.
• Previous call center/contact center experience.
• Knowledge of Microsoft Office.
• Knowledge in SABRE, DECS, and RES.
• Ability to type 35 to 50 WPM for accurate record keeping.
• Strong customer service and communication skills.

Nice-to-haves

• Experience in a fast-paced environment.
• Ability to work extra hours to meet operational needs.
• Willingness to work rotating shifts, including weekends and holidays.

Benefits

• Travel perks for employees and their families.
• Health, dental, prescription, and vision benefits from day one.
• Wellness programs to support personal health.
• 401(k) program with employer contributions after one year.
• Employee Assistance Program and pet insurance.