Introduction to American Airlines
Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll handle challenges with flexibility and ease, mastering new skills and propelling your career while having a great time. Take the leap and enhance both your personal and work life, and get ready to soar!
About the American Airlines Customer Service Job From Home
Why you'll love this job: As a Customer Service Representative, you will collaborate with customers in a courteous, efficient, friendly, and professional manner. You will be the face of American Airlines, providing top-notch service to our valued customers, and ensuring their travel experience is nothing short of exceptional.
Key Responsibilities
- 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 front seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
- Issue vouchers as well as direct contractors for passenger lodging facilities, meals, and transportation; coordinate refuel and refresh
- Perform passenger boarding, including ticket lift as well as ticket lift/confirmation
- Work gate reader/scanner and related duties to include pre-boarding, monitoring/checking carry-on items, and exit lane standards
- Work jetways/bridges for purposes of boarding and deplaning passengers
- Make boarding and departure gate announcements
- Convey domestic/international flight documents
- Perform passenger service flight close-out procedures
- Accept, check, and label passengers' baggage at destination points, full-service ticket counters, and first-class ticket counters
- Maintain timeline of flight boarding process
- Perform customer service hands-on training
- Process and complete credit card transactions at stands in the ticket counter area and activation stations
- Assist passengers with self-service kiosk check-in and kiosk baggage handling at ticket counters
- Manage lines at ticket counter stands and ticket counters
- Clear/confirm international documents at kiosk in the ticket counter area and activation stations
- Accept and activate passengers' self-labeled bags at activation stations
- Assist customers requiring special assistance or in-station; assist boarding, deplaning, and transferring non-ambulatory passengers, special assistance passengers, as well as unaccompanied minors
- Perform customer care work related to handling regional flights and contractor/ground handling arrangements or agreements
- Have regular and predictable attendance on-site, including meeting any mandatory overtime requirements
- Respond and assist during security and/or emergency situations
- Provide connecting passengers 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 training stages
- Comply with applicable laws (e.g., DOT, FAA, TSA)
- Utilize various internal resources/systems including during customer interactions
- Wear uniforms as required by company policy
Essential Qualifications
- Bachelor's degree
- Bilingual language skills required in certain locations
- Valid driver's license as required by local authorities
- Must satisfy FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain suitable airport authority or US Customs security badges, if applicable
- Completion of a pre-employment drug screen, thorough background check, and/or fingerprinting to meet company and security requirements
- 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 fast-paced environment
What You'll Get
Take advantage of all that American Airlines has to offer:
- Health benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the beginning; we also offer virtual doctor visits, flexible spending accounts, and more
- Wellness programs: We want you to 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, company 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
Be Yourself at American
From the teammates we hire to the customers we serve, inclusion and diversity are the foundation of the powerful workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our teammates to our customers, suppliers, communities, and shareholders, helping teammates reach their full potential and creating an inclusive workplace to address and exceed the needs of our diverse world.
Conclusion
Are you ready to feel an enormous sense of pride and fulfillment as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Take the leap and be yourself at American. Apply now to join our team as a Customer Service Representative and start your journey to a rewarding and challenging career with American Airlines.
Apply Now