Experienced Customer Service Coordinator – Email and Chat Support for American Airlines

About American Airlines At American Airlines, we're more than just a carrier – we're a family of passionate individuals who are dedicated to providing exceptional service to our customers. With a rich history spanning over 90 years, we've grown to become one of the largest airlines in the world, serving over 350 destinations across the globe. Our commitment to innovation, customer satisfaction, and employee development has earned us numerous awards and recognition within the industry. Job Summary We're seeking an experienced Customer Service Coordinator to join our team in Nashville, USA. As a key member of our customer service team, you'll be responsible for providing exceptional support to our customers through email and chat channels. If you're passionate about delivering outstanding customer experiences, have excellent communication skills, and are eager to learn and grow with our organization, we'd love to hear from you! Key Responsibilities Respond to customer inquiries via email and chat channels in a timely and professional manner, ensuring that all issues are resolved to the customer's satisfaction. Provide accurate and up-to-date information on flight schedules, fares, and travel requirements, as well as assist with ticketing and booking processes. Collaborate with internal teams to resolve complex customer issues, escalating concerns as necessary to ensure timely resolution. Develop and maintain a thorough understanding of American Airlines' policies, procedures, and products to provide expert-level support to customers. Stay up-to-date with industry trends, competitor offerings, and regulatory requirements to ensure that our customer service standards remain exceptional. Participate in ongoing training and development programs to enhance skills and knowledge, ensuring that our customer service team remains at the forefront of industry best practices. Work collaboratively with colleagues to achieve team goals and objectives, promoting a positive and inclusive work environment. Essential Qualifications To be successful in this role, you'll need: A bachelor's degree in a relevant field, such as business, communications, or customer service. Excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner. Strong problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions. Proficiency in using computer systems and software applications, including email and chat platforms. Ability to work in a fast-paced environment, handling multiple customer interactions simultaneously. Flexibility to work a variety of shifts, including evenings, weekends, and holidays. Preferred Qualifications We're looking for candidates who possess: Bilingual language skills, with the ability to communicate effectively in multiple languages. Previous experience in a customer-facing role, preferably in the airline or travel industry. Knowledge of American Airlines' products and services, as well as industry trends and competitor offerings. Experience with customer relationship management (CRM) software and other technology platforms. Skills and Competencies To succeed in this role, you'll need to possess the following skills and competencies: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues. Strong problem-solving and analytical skills, with the ability to analyze complex customer issues and develop effective solutions. Ability to work in a fast-paced environment, handling multiple customer interactions simultaneously. Flexibility and adaptability, with the ability to adjust to changing priorities and deadlines. Strong attention to detail, with the ability to maintain accurate records and ensure compliance with regulatory requirements. Career Growth Opportunities and Learning Benefits At American Airlines, we're committed to helping our employees grow and develop their careers. As a Customer Service Coordinator, you'll have access to: Ongoing training and development programs, designed to enhance your skills and knowledge in customer service, communication, and problem-solving. Opportunities for career advancement, with the potential to move into leadership roles or specialized positions within the company. A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and other perks. A supportive and inclusive work environment, with a focus on diversity, equity, and inclusion. Work Environment and Company Culture As a Customer Service Coordinator at American Airlines, you'll be part of a dynamic and supportive team that's dedicated to delivering exceptional customer experiences. Our work environment is fast-paced and challenging, with a focus on innovation, collaboration, and continuous improvement. We're committed to creating a positive and inclusive work environment, where every employee feels valued, respected, and empowered to succeed. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: A starting hourly rate of $25/hour. A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and other perks. A generous paid time off policy, including vacation days, sick leave, and holidays. A flexible work schedule, with opportunities to work from home or adjust your schedule to meet your needs. Conclusion If you're passionate about delivering exceptional customer experiences, have excellent communication skills, and are eager to learn and grow with our organization, we'd love to hear from you! As a Customer Service Coordinator at American Airlines, you'll have the opportunity to work with a dynamic and supportive team, develop your skills and knowledge, and contribute to the success of our company. Apply now and join our team of dedicated professionals who are committed to making a difference in the lives of our customers!