Pros: great opportunities, family like atmosphere, chance to provide great customer service, great travel benefits and good insurance plans
Cons: opened 365 so had to work holidays and weekends, side by side work stations which sometimes made it hard to hear passenger on other end
I must say that I enjoyed my 23 years at American. It felt good to be yourself, treat passengers like.. we want to be treated. I was able to take time to console, listen, connect with the person on the other end of the phone even if they didn't make a reservation. On the other hand I was trusted to handle a call with efficiency and product knowledge – more... and excellent customer service skills to make a sale. I learned patience, how to listen, how to respond to difficult situations and hopefully have a loyal, satisfied customer on the other end of the line when all's said and done. Management was helpful, fun and fair. We were like family, management and co-workers. We had events all throughout the year either on or off site. We celebrated and mourned together.
Our Cincinnati office had the highest compliments and was ranked #1 for customer service out of 6 reservation locations, so we had been designated as the onsite office in case of emergency. Then 911 happened, and we became the 1-800 number that you see on television for families to contact after a disaster. What more can I say?
I loved my job and what American stood for, I enjoyed coming into work and taking good care of our customer's needs. I must say it was a job where I felt appreciated by both American and our customers that we served. It felt good to be a part of providing the service and solutions necessary to keep our company #1 in the industry for years. – less