Introduction to American Airlines and Our Mission
Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll travel the world, grow 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. Take the leap and elevate both your personal and professional life!
Why You'll Love This Job
As a Customer Assistance Representative, you will collaborate with customers in a respectful, efficient, friendly, and professional manner. You will be the face of American Airlines, providing top-notch support to our valued customers. If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, this role is perfect for you.
Key Responsibilities
- Welcome customers when they enter the airport or arrive in the ticket area
- Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures
- Assist customers with self-service kiosk check-in and baggage handling (e.g., printing tickets and receipts)
- Maintain and troubleshoot kiosk machines (e.g., load paper, clean surfaces)
- Investigate kiosk technology issues to identify the cause of problems or errors
- Communicate with IT about kiosk technology issues that require additional troubleshooting
- Verify that customers' carry-on baggage complies with FAA/American Airlines policies (e.g., size, quantity)
- Check and clear travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
- Assist customers with checked baggage handling (e.g., completing credit card transactions, self-labeling, verifying weight)
- Manage lines in ticket counter areas based on departure times or type of assistance required (e.g., special assistance, to reduce volume of lines or wait time)
- Accept and initiate customers' self-labeled baggage at the activation station
- Physically move baggage in and out of the ticket counter area (e.g., move checked bags to belt, move oversized bags to designated oversized baggage area)
- Assist customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., check adherence to applicable policies)
- Refer customers to customer service agents when necessary
- Perform clearance and verification of documents at kiosks
- Assist with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move through the gate and larger terminal area
- Assist unaccompanied minors with boarding, deplaning, or other transportation
- Provide customers with gate information and directions
- Perform paging activities (e.g., to announce forgotten items, to request that customers return to locked bags) (at certain airports)
- Perhaps perform additional related duties as deemed functionally necessary by management consistent with the collective bargaining agreement
- Report to station on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, changing shifts, weekends, and holidays
Essential Qualifications
- Bachelor's degree
- Ability to read, write, speak, and understand the English language fluently
- Bilingual language skills may be required in certain locations
- Valid driver's license as required by local authorities
- Completion of a pre-employment drug screen, comprehensive background check, and/or fingerprinting to meet company and security requirements
- Must satisfy FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be authorized to work in the U.S.
Preferred Qualifications
- Working knowledge of Sabre or other Passenger Service Systems
- Prior face-to-face customer service experience
- Experience working in a high-speed environment
Skills and Competencies Required for Success
To excel in this role, you'll need to possess excellent communication and interpersonal skills, with the ability to work effectively in a team environment. You should be flexible, adaptable, and able to handle multiple tasks simultaneously. Strong problem-solving skills and attention to detail are also essential. If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply.
Career Growth Opportunities and Learning Benefits
At American Airlines, we're committed to helping our employees grow and develop in their careers. As a Customer Assistance Representative, you'll have access to comprehensive training programs, mentorship opportunities, and career advancement possibilities. You'll be part of a dynamic and supportive team that values diversity, inclusion, and employee well-being.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, empathy, and inclusivity. We believe in creating a workplace where everyone feels valued, supported, and empowered to be their best selves. As an American Airlines employee, you'll be part of a vibrant and diverse community that is passionate about delivering exceptional customer experiences and making a positive impact on the world.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a hourly rate of $18, as well as a range of benefits and perks, such as:
- Medical benefits: access to health, dental, prescription, and vision benefits to help you stay healthy and well
- Wellness programs: tools and resources to support your physical and mental well-being
- 401(k) program: opportunities to save for your future and plan for retirement
- Additional benefits: employee assistance programs, pet insurance, and discounts on hotels, cars, cruises, and more
Conclusion
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for our Customer Assistance Representative position. As an American Airlines employee, you'll be part of a dynamic and supportive team that values diversity, inclusion, and employee well-being. Don't miss this opportunity to take your career to new heights and join our team of dedicated professionals who are passionate about making a difference in the lives of our customers.
Apply now and become a part of the American Airlines family!
Apply Now