Customer Service Agent Full Time

Customer Service Agent

The Customer Service Agent interacts with customers in a courteous, efficient, friendly and professional manner. Starting pay is $19.64 per hour.

Essential Functions of the Job

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

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

Reasonable accommodations may be made for qualifying individuals with disabilities.

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.

Additional Benefits

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

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.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices : hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.