Distressed Passenger Agent

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Arrange hotel accommodations for travelers

• Manage emergency and last-minute relocations for passengers

• Collaborate with scheduling and relevant teams to meet operational needs

• Communicate with internal departments and management to resolve issues and expedite processes

• Oversee access to necessary tools, systems, and resources; report any issues to supervisors

• Utilize tools and technology to process, track, and report transactions

• Enter reservation details, agreements, approvals, and background information into TA Connections and associated applications

• Identify suitable and compliant hotel markets and cities when contracted hotels are unavailable or fully booked

• Secure American Airlines approval for non-compliant booking options and document this approval in Connex notes

• Make payments to hotel and transportation vendors in accordance with system settings

• Report incidents professionally to the on-shift supervisor and/or HR

• Assist IT, Billing, and Commission Collections departments by gathering data, collecting folios, processing payments, and troubleshooting

• Engage in special projects and other assigned tasks

• Perform effectively under pressure during significant irregular operations

• Report directly to the Operations Manager

⛳️ Requirements

• Position based in Mexico

• Excellent interpersonal, written, and verbal communication skills

• Strong organizational skills and ability to multitask

• Knowledge of hotel sourcing, market research, and rate negotiation

• Proficient in Connex and PC tools

• General understanding of Connex

• Customer service or call center experience is preferred but not mandatory

• Availability to work flexible hours, including evenings, weekends, and during periods of high demand

• Capability to work independently and as an effective team member

• Ability to interact with clients and business partners through electronic communication and phone calls

• Reliable internet connection of 100 Mbps or higher

• Quiet home-office environment is essential

• Successful completion of pre-employment screening may be necessary

🏝️ Benefits

• Potential pre-employment screening and background checks as allowed by local law

• Equal employment opportunities

• Reasonable accommodations during the application or interview process

• Additional compensation elements such as bonuses, incentives, benefits, or variable pay may apply where appropriate