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 to new heights, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and ease, acquiring new skills and advancing your career while having a great time. Enhance both your personal and work life and jumpstart your future with us!
Why You'll Love This Role
As a Customer Service Agent at American Airlines, you'll interact with clients in a considerate, professional, friendly, and expert manner. This role is perfect for those who are passionate about delivering exceptional customer service and are looking for a challenging yet rewarding career opportunity.
Key Responsibilities
- Issue, reissue, and refund traveler tickets
- Book, ticket, and confirm flight reservations
- Rebook travelers on oversold flights and during irregular operations
- Perform traveler check-in and front seat assignment (except curbside), correct oversold seat assignments, and issue upgrades
- Issue vouchers as well as provide direction with contractors for traveler accommodations, meals, and transportation; coordinate refuel and refresh
- Perform traveler boarding, including ticket lift and ticket lift/check
- Work gate reader/scanner and related duties to include pre-boarding, monitoring/checking carry-on items, and gate line models
- Work jetways/bridges for purposes of boarding and deplaning travelers
- Make boarding and departure gate announcements
- Deliver domestic/international flight documents
- Perform traveler administration flight close-out procedures
- Accept, check, and tag travelers' baggage at destination stations, full-service ticket counters, and priority ticket counters
- Maintain schedule of flight boarding process
- Perform customer care hands-on training
- Process and complete credit card baggage transactions at stands in the ticket counter area and activation stations
- Assist travelers with self-service stand check-in and booth baggage handling at ticket counters
- Line up at ticket counter stands and ticket counters
- Clear/confirm international documents at booth in the ticket counter area and activation stations
- Accept and activate travelers' self-labeled bags at activation stations
- Assist clients requiring special assistance or in-station; assist boarding, deplaning, and transporting non-mobile travelers, special assistance travelers, or unaccompanied minors
- Perform customer service work related to handling codeshare flights and contractor/ground handling arrangements or agreements
- Maintain regular and predictable attendance on-site, including fulfilling any mandatory overtime requirements
- Respond and assist during security or emergency situations
- Provide connecting travelers 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-related stages of training
- Comply with regulations (e.g., DOT, FAA, TSA)
- Utilize various internal resources/systems including during customer interactions
- Wear uniform as required by company policy
Essential Qualifications
To be successful in this role, you'll need:
- A Bachelor's degree
- Bilingual language skills are required in certain locations
- A valid driver's license as required by local authorities
- Must satisfy FAA criminal history background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain proper airport authority and/or US Customs security identifications, 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
To stand out as a candidate, you'll need:
- Working knowledge of Sabre or other Passenger Service Systems
- Previous face-to-face Customer Service experience
- Experience working in a high-paced environment
What You'll Get
At American Airlines, we offer a comprehensive benefits package that includes:
- Medical benefits: On your very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. We also offer virtual doctor visits, flexible spending accounts, and more
- Wellness Programs: We believe you should be your best self - that's why our wellness programs provide you with 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, travels, and more
Be Yourself at American Airlines
From the colleagues 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 colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed 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 do your part to keep the world's largest carrier running smoothly as we care for people on life's journey, then be yourself at American Airlines. Apply now and join our team of dedicated professionals who are passionate about delivering exceptional customer service!
Apply Now