Customer Service Agent

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

The Customer Service Agent interacts with customers in a courteous, efficient, friendly and professional manner. Starting pay is $20.23 per hour.

What you'll do

• These are the essential functions of the job

  This list is intended to reflect the current job but there may be additional essential functions (and non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed when operationally necessary, observing, of course, any legal obligations including any collective bargaining obligations.

• Issue, reissue and refund passenger tickets

• Book, ticket and confirm flight reservations

• Rebook passengers on oversold flights and during irregular operations

• Perform passenger check-in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades

• Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals and transportation; coordinate refuel and refresh

• Perform passenger boarding, including ticket lift and/or boarding pass lift/verification

• Operate gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria

• Operate jetways/bridges for purposes of boarding and deplaning passengers

• Make boarding and departure gate announcements

• Deliver domestic/international flight documents

• Perform passenger service flight close-out procedures

• Accept, check and tag passengers’ baggage at resolution centers, full-service ticket counters, and first class ticket counters

• Maintain timeline of flight boarding process

• Perform customer service on the job training

• Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations

• Assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters

• Queue lines at ticket counter kiosks and ticket counters

• Clear/verify international documents at kiosk in the ticket counter area and activation stations

• Accept and activate passengers’ self-tagged bags at activation stations

• Assist customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors

• Perform customer service work associated with handling regional flights and contractor/ground handling agreements or contracts

• Have regular and predictable attendance on site, including satisfying any mandatory overtime requirements.

• Respond and assist during security and/or emergency situations

• Provide connecting passengers with gate information

• Provide quality customer service in a professional manner and in accordance with American’s guidelines.

• Adhere to company policies, procedures, and performance standards.

• Complete job-relevant trainings

• Adhere to government regulations (e.g. DOT, FAA, TSA)

• Use multiple internal resources/systems including during customer interactions

• Wear uniforms as required by company policy

* Reasonable accommodations may be made for qualifying individuals with disabilities.  

Depending on your airport size, you may also do the following:  

Perform Passenger Operation Control functions including air to ground communication as well as Tower functions Assist international passengers through customs/immigration, including baggage recheck Deliver boarding passes, international flight documents and customs/immigration forms
 

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High school diploma or GED or international equivalent
• Bilingual language skills required in some locations
• Applicable valid driver’s license as required by local authorities
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• Must be authorized to work in the U.S.

Preferred Qualifications- Education & Prior Job Experience

• Working knowledge of Sabre or any other Passenger Service System
• Previous face to face Customer Service experience
• Working in a fast pace environment

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.