American Airlines Customer Assistance Representative Careers
Are you prepared to discover a world of opportunities at work and on your own time? You will explore the world, expand your knowledge, and develop into the best version of yourself when you join the American Airlines family. You'll take on obstacles with adaptability and grace as you set out on a new trip, developing new abilities and expanding your job while having the time of your life. Please join us and feel free to improve your personal and professional lives!
How you're going to
These are the main responsibilities of the position.
Although the job duties on this list are meant to represent the current position, there might be other important (and non-essential) job functions that are not mentioned. When operational requirements dictate it, management will alter the job or assign new duties, all while adhering to legal and collective bargaining commitments.
welcoming passengers as they arrive at the ticket area at the airport
Keep an eye on the area around the ticket booth to make sure it complies with safety regulations.
- Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
- Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
- Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)
- Accepting and activating customers’ self-tagged baggage at the activation station
- Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
- Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
- Refer customers to customer service agents when appropriate
- Performing clearance and verification of documents at kiosks
- Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
- Assisting unaccompanied minors with boarding, deplaning, or other transportation
- Providing customers with gate information and directions
- Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)
- Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement
- Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays Complete job-relevant trainings
- Adhere to government regulations (e.g., DOT, FAA, TSA)
- Adhere to company policies, procedures, and performance standards
- Wear uniforms as required by company policy
- Provide quality customer service in a professional manner in accordance with American’s guidelines
- Use multiple internal resources/systems, including during customer interactions
Education and previous work experience are the minimum requirements.
a high school diploma, GED, or an equivalent foreign qualification
Age requirements: at least eighteen
The ability to read, write, speak, and comprehend English fluently.
In certain places, being bilingual may be necessary.
Relevant, current driver's license as mandated by regional authorities
To be eligible for unescorted access privileges to airport security identification display areas (SIDA), if appropriate, one must successfully complete FAA criminal background checks.
Must be able to obtain, if necessary, the proper airport authorities and/or US Customs security badges.
Be able to work in the United States.
What you'll get
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