Travel Services Call Center Agent

American Airlines; Des Moines (IA); On-site; USD 27,552 - 41,328; Full time

Benefits offered by this job

Travel perks

Health benefits

Well-being programs

401(k) program

Employee discounts

Paid time off

Job summary

American Airlines in Des Moines, IA is seeking a Call Center Representative to handle customer inquiries, promote travel options, and deliver exceptional service across a 24‑hour operation. This full‑time position requires strong communication and problem-solving skills, with attention to detail and a customer‑first mindset.

The role includes varied shifts (morning, afternoon, night, weekend) and opportunities to earn commissions through promotions, with extensive training and ongoing learning

Qualifications

• Must be at least 18 years old.
• High school diploma or GED equivalent.
• Able to read, write, fluently speak and understand English.
• Capable of performing duties while seated at a computer for long periods.
• Able to work as scheduled per American Airlines Attendance policy.
• Able to handle information and multitask while delivering excellent customer service.
• Self-disciplined and responsible for performing duties with minimal supervision.
• Creative, problem-solving skills and ability to handle difficult situations.
• Able to work a range of shifts including mornings, afternoons, nights, weekends and holidays as assigned.

Responsibilities

• Grasp numerous weeks of schooling on merchandise, processes, guidelines and tools; retain learning with recurrent education each year.
• Handle contacts from clients and provide solutions to their travel desires.
• Pay attention to the customers’ desires and proactively provide options.
• Generate sales by promoting tickets and related products/services.
• Provide a high level of customer service.
• Work on a full-time basis at a computer with scheduled breaks and lunch periods.
• Work in an operation that covers a 24-hour duration including weekends and vacations; day/night/overnight shifts vary by seniority.
• Occasionally volunteer time beyond regular hours and required overtime.
• Be assigned performance goals and receive coaching toward ongoing development.
• Work in a people-focused environment with a passion for travel and support of diverse causes.

Education

Bachelor's Degree

Job description

American Airlines in Des Moines, IA is seeking a Call Center Representative to handle customer inquiries, promote travel options, and deliver exceptional service across a 24‑hour operation. This full‑time position requires strong communication and problem-solving skills, with attention to detail and a customer‑first mindset.

The role includes varied shifts (morning, afternoon, night, weekend) and opportunities to earn commissions through promotions, with extensive training and ongoing learning