As part of a union deal, US Airways is now hiring 400 customer service agent workers total in Phoenix, Reno, and Winston-Salem to replace positions formerly held in the Philippines. The deal came about as part of negotiations between unions brought together under the 2005 US Airways and America West Airlines merger. US Airways handles roughly 18 million customer service calls each year, and the airline’s new hires will bring its U.S.-based customer service workforce to about 1,900. Hiring has already started.
The airline announced the plan to move the jobs in April and began hiring on Nov. 1. In a statement, the airline touted the move as “a testament to the positive relationship” it has with the union. US Airways still operates a customer service call center in England to field calls inbound from outside the U.S. Concurrent with the jobs deal, US Airways also launched an interactive voice-response system, which suggests that you will be talking to a machine before talking to any new hires. The unions are touting the new hires as the combined result of solidarity and working with a successful airline.
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