Join the American Airlines Family and Embark on a Journey of Growth and Excellence
Are you ready to explore a world of possibilities, both at work and during your downtime? American Airlines invites you to be part of our dynamic team, where you'll travel the globe, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and advancing your career while having a great time. Come and elevate both your personal and professional life, and jumpstart your future!
Why You'll Love This Role
As a Premium Customer Service Representative, you will be the ambassador of American Airlines, providing top-notch service, exceptional customer support, and seamless issue resolution for our most valued clients across all regions served by the Premium Customer Service team. You will deliver enhanced, personalized services in a positive, enthusiastic, respectful, and friendly manner to all customers and guests.
Key Responsibilities
- Provide premium customer service to all clients, ensuring their needs are met and exceeded
- Register clients and verify their access to club(s) and/or lounge(s), ensuring a smooth experience
- Welcome clients by completing all guest experience items, such as greeting clients by name, ensuring ID is visible, providing WIFI password, and asking how you can assist
- Book and confirm flight reservations using various systems, including SABRE and QIK
- Check in premium clients for their flights, handling flight changes, rebooking, and ID checks
- Monitor flights to identify boarding times, delays, or disruptions, and proactively address client needs
- Issue client tickets, including day-of-travel, reissues, and future tickets
- Drop passenger reservations as requested and put clients on waitlists for updates or standby
- Provide timely resolution of clients' travel issues, escalating to higher levels of customer care support when necessary
- Document client issues in the Passenger Name Record (PNR) and perform club enrollment or sales activities
- Coordinate services for elite status clients, including Flagship Key and Five Star programs
- Assist elite status clients as they navigate through terminals, ensuring a seamless experience
- Help clients with their baggage, as needed, and maintain the appearance of the club(s) or lounge(s)
- Communicate with colleagues to ensure food and beverages are provided to club and lounge clients
- Oversee the activities of colleagues providing services to the club(s) or lounge(s)
- Assist clients with technology provided in the club(s) or lounge(s) and hold meeting rooms for same-day travel demands
- Coordinate services for meetings and events, including food and beverages
- Complete opening or closing procedures for club(s) or lounge(s) and address elevated client issues or concerns
- Conduct alcohol inventory reviews and monitor KeyStar system to provide proper services to clients
- Report to position on time, as scheduled, and complete task-relevant training phases
- Adhere to company policies, procedures, and performance standards, wearing attire as expected by company policy
- Comply with regulations, such as DOT, FAA, and TSA, and utilize various internal resources and systems
What You'll Need for Success
Essential Qualifications
- Bachelor's degree or equivalent
- Bilingual language skills required in certain locations
- Ability to pass FAA criminal history records check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Ability to obtain appropriate airport authority and/or US Customs security identification, if relevant
- Excellent customer service and client engagement skills in a hospitality environment
- Ability to work under pressure, handling multiple tasks simultaneously while providing close attention to detail and customer care
- Strong charisma and communication skills, with the ability to connect effectively with all levels of management and public contact
- Leadership-oriented and self-motivated with a high degree of professionalism
- Ability to attend training courses in Dallas/Fort Worth, Texas
- Previous customer hospitality experience strongly preferred
Preferred Qualifications
- Previous travel industry experience
- PC experience
- Strong organizational and administrative skills
What You'll Get
At American Airlines, you'll have access to a comprehensive benefits package, including:
- Medical benefits: On day one, you'll have access to health, dental, prescription, and vision benefits to help you stay well
- Wellness programs: Our health programs provide you with the tools, resources, and support you need to be your best self
- 401(k) program: Available upon hire, with company contributions available after one year, depending on the workgroup
- Additional benefits: Our Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, travel, and more
Be Yourself at American Airlines
At American Airlines, diversity and inclusion are the foundation of our dynamic workforce. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and stakeholders, helping employees reach their full potential and creating an inclusive workplace that addresses and exceeds the needs of our diverse world.
Ready to Make a Difference?
If you're ready to feel a deep sense of satisfaction and fulfillment as you play a critical role in keeping the world's largest carrier running smoothly, while caring for people on life's journey, come and be yourself at American Airlines. Apply now and join our team of dedicated professionals!
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