Website American Airlines
Position Summary:
Responsible for acting as a leader and resource for baggage resolution from the time a customer reports a baggage mishandling until when the bag is returned to the customer or the claim is settled.
Key Responsibilities:
- NetTracer and WorldTracer support, and baggage policy communication
- Codes NetTracer and CRM baggage mishandling files to create system baggage performance reports
- Determines equitable resolutions for baggage losses, damages, pilferages, and delays
- Interprets and applies policies relating to Federal Aviation Regulations (FAR’s), Air Carrier Access Act (ACAA), Americans with Disabilities Act (ADA), and ATA and IATA regulations, as they relate to customer inquiries and/or service incidents
- Communicates status updates to customers in regard to delayed luggage or claim progress
- Adheres to established department compensatory guidelines, while executing empowerment to go beyond parameters for extenuating circumstances
- Captures data relative to our customers’ perceptions for the purpose of affecting positive change
- Ensures representatives stay within the company compensation guidelines and/or approve higher amounts
- Assists representatives performing centralized tracing functions to assist in reuniting customers with their bags
- Acts as a leader and internal/external resource for baggage information
- Acts as a resource for small claims court cases, executive referral correspondence, interline billing, internet response, accounting check interface
Required Education & Experience:
- Ability to make fair and unbiased appraisals of customer travel concerns, based on multiple issues
- Demonstrated strong problem-solving abilities
- Airport baggage service experience
- Ability to interact with both internal and external customers
- 1 year customer service experience
- Knowledge of NetTracer, WorldTracer Baggage System and Shares
- Ability to be self-motivated and a team player
- High School diploma or GED equivalency
- Ability to be detailed oriented
- Ability to lift and transport moderately heavy objects such as bags
- Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.