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As a Customer Assistance Representative at American Airlines, you will play a crucial role in ensuring a positive experience for our customers as they travel through the airport. This position requires you to interact with customers in a courteous, efficient, friendly, and professional manner. You will be responsible for greeting customers upon their arrival at the airport or ticket area, monitoring the ticket counter area to ensure compliance with safety policies and procedures, and assisting customers with self-service kiosk check-in and baggage processing. Your role will also involve servicing and maintaining kiosk machines, troubleshooting technology issues, and communicating with IT for additional servicing when necessary. In addition to these responsibilities, you will verify that customers' carry-on baggage complies with FAA and American Airlines policies, check travel documents for international travelers, and assist with checked baggage processing. You will manage queues in ticket counter areas based on departure times or types of assistance needed, and you will be responsible for accepting and activating self-tagged baggage. Physical movement of baggage throughout the ticket counter area is also part of your duties, as well as assisting customers with checking in assistive devices and sporting equipment. Your role will require you to provide gate information and directions to customers, assist non-ambulatory customers, and help unaccompanied minors with their travel needs. You will also perform paging activities and may be required to complete additional related duties as deemed necessary by management. Adherence to government regulations and company policies is essential, and you will be expected to wear uniforms as required. This position may involve mandatory overtime, varying shifts, weekends, and holidays, and you will need to complete job-relevant training to ensure compliance with all operational standards.
Responsibilities
Greeting customers when they enter the airport or arrive in the ticket area
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Monitoring the ticket counter area to ensure compliance with safety policies and procedures
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Assisting customers with self-service kiosk check-in and kiosk baggage processing
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Servicing and maintaining kiosk machines
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Troubleshooting kiosk technology issues
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Communicating with IT about kiosk technology issues that require additional servicing
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Verifying that customers' carry-on baggage complies with FAA/American Airlines policies
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Verifying and clearing travel documents for customers traveling internationally
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Assisting customers with checked baggage processing
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Queuing lines in ticket counter areas based on departure times or type of assistance needed
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Accepting and activating customers' self-tagged baggage
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Physically moving baggage throughout the ticket counter area
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Assisting customers with checking their assistive devices, sporting equipment, and other oversized items
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Referring customers to customer service agents when appropriate
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Performing clearance and verification of documents at kiosks
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Assisting with the physical movement of non-ambulatory customers
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Assisting unaccompanied minors with boarding and deplaning
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Providing customers with gate information and directions
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Performing paging activities as needed
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Reporting to position on time, as scheduled, including mandatory overtime requirements
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Completing job-relevant trainings
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Adhering to government regulations and company policies
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Wearing uniforms as required by company policy
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Providing quality customer service in accordance with American's guidelines
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Using multiple internal resources/systems during customer interactions
Requirements
High School diploma or GED or international equivalent
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Must be 18 years of age or older
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Read, write, fluently speak and understand the English language
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Bilingual language skills may be required in some locations
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Applicable valid driver's license as required by local authorities
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Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting
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Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas
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Must be able to secure appropriate airport authority and/or US Customs security badges
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Must be authorized to work in the U.S.
Nice-to-haves
Working knowledge of Sabre or any other Passenger Service System
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Previous face to face Customer Service experience
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Working in a fast pace environment
Benefits
Travel Perks: Access to 365 destinations on more than 6,800 daily flights
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Health Benefits: Health, dental, prescription, and vision benefits from day one
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Wellness Programs: Tools and resources for personal well-being
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401(k) Program: Available upon hire with employer contributions after one year
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Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, and cruises
