Introduction to American Airlines
Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll handle challenges with flexibility and elegance, acquiring new skills and propelling your career while having a great time. Take the opportunity to enhance both your personal and work life and jump start your career!
Why You'll Love This Job
The Customer Service Representative engages with customers in a compassionate, efficient, friendly, and professional manner. As a valued member of our team, you will have the opportunity to make a real difference in the lives of our customers, providing exceptional service and support to ensure their travel experiences are nothing short of extraordinary.
Key Responsibilities
- 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 seat assignment (except curbside), amend 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 ticket lift/check
- Work gate reader/scanner and related duties to include pre-boarding, monitoring/checking carry-on items, and exit row models
- Work jetways/bridges for purposes of boarding and deplaning passengers
- Make boarding and departure gate announcements
- Convey domestic/international flight reports
- Perform passenger service flight close-out procedures
- Accept, check, and label passengers' baggage at destination points, full-service ticket counters, and premium ticket counters
- Maintain schedule of flight boarding process
- Perform customer service hands-on training
- Process and complete credit card baggage transactions at counters in the ticket counter area and activation stations
- Assist passengers with self-service kiosk check-in and kiosk baggage handling at ticket counters
- Manage lines at ticket counter stands and ticket counters
- Clear/confirm international documents at kiosk in the ticket counter area and activation stations
- Accept and activate passengers' self-labeled bags at activation stations
- Assist customers requiring special assistance or in-station; assist boarding, deplaning, and transporting non-ambulatory passengers, special assistance passengers, as well as unaccompanied minors
- Perform customer care work related to handling regional flights and contractor/ground handling arrangements or agreements
- Have regular and predictable attendance on-site, including fulfilling any mandatory overtime requirements
- Respond and assist during security or emergency situations
- Provide connecting passengers with gate information
- Provide quality customer service in a professional manner and in accordance with American's guidelines
- Comply with company policies, procedures, and performance standards
- Follow through with job-related stages of training
- Comply with applicable laws (e.g., DOT, FAA, TSA)
- Utilize various internal resources/systems, including during customer interactions
- Wear uniforms as required by company policy
- Reasonable accommodations may be made for qualifying individuals with disabilities
Essential Qualifications
- Minimum Requirements: Education and Previous Work Experience
- High school diploma or GED or international equivalent
- Bilingual language skills required in certain locations
- Valid driver's license as required by local authorities
- Must satisfy FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain suitable airport authority and/or US Customs security badges, if applicable
- Completion of a pre-employment drug screen, comprehensive background check, and/or fingerprinting to meet company and security requirements
- Must be authorized to work in the U.S.
Preferred Qualifications
- Working knowledge of Sabre or other Passenger Service Systems
- Past face-to-face customer service experience
- Experience working in a fast-paced environment
What You'll Get
At American Airlines, we offer a comprehensive range of benefits to support your well-being, career growth, and financial security. Some of the benefits you can expect include:
- Travel Benefits: Explore the world with access to 365 destinations on over 6,800 daily flights across our global network
- Health Benefits: Comprehensive health, dental, prescription, and vision benefits to support your overall well-being
- Wellness Programs: Access to tools, resources, and support to help you maintain a healthy work-life balance
- 401(k) Program: Eligible for company contributions after one year of service
- Additional Benefits: Employee Assistance Program, pet insurance, discounts on hotels, cars, cruises, and more
Career Growth Opportunities
At American Airlines, we are committed to helping you grow and develop in your career. With a range of training programs, mentorship opportunities, and career advancement possibilities, you'll have the support and resources you need to succeed. Whether you're looking to move into a leadership role or specialize in a particular area, we'll help you achieve your career goals.
Work Environment and Company Culture
At American Airlines, we value diversity, equity, and inclusion. Our 20+ Employee Business Resource Groups are dedicated to connecting our employees to our customers, suppliers, communities, and investors, helping employees reach their full potential and creating an inclusive workplace that reflects and exceeds the needs of our diverse world. We believe that everyone deserves to feel a sense of belonging and respect, and we're committed to creating a workplace culture that is welcoming, supportive, and empowering.
Compensation and Perks
We offer a competitive salary range of $70-$80 per year, as well as a range of perks and benefits to support your well-being and financial security. From travel benefits to wellness programs, we're committed to helping you thrive in your career and beyond.
Conclusion
If you're passionate about delivering exceptional customer service and are looking for a career that offers growth, development, and a sense of purpose, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at American Airlines, you'll be part of a dynamic team that is dedicated to making a difference in the lives of our customers. Don't miss out on this chance to take your career to new heights – apply today!
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