Customer Service Agent Full Time

About the position

The Customer Service Agent at American Airlines is responsible for providing exceptional service to passengers in a friendly and professional manner. This role involves various tasks related to ticketing, boarding, and assisting customers, ensuring a smooth travel experience. The position offers opportunities for personal and professional growth while being part of a dynamic team in the airline industry.

Responsibilities

  • Issue, reissue and refund passenger tickets
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  • Book, ticket and confirm flight reservations
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  • Rebook passengers on oversold flights and during irregular operations
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  • Perform passenger check-in and passenger seat assignment
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  • Rectify oversold seat assignments and issue upgrades
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  • Issue vouchers and coordinate with contractors for passenger accommodations
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  • Perform passenger boarding and ticket verification
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  • Operate gate reader/scanner and monitor carry-on baggage
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  • Make boarding and departure gate announcements
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  • Deliver domestic/international flight documents
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  • Perform passenger service flight close-out procedures
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  • Accept, check and tag passengers' baggage
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  • Maintain timeline of flight boarding process
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  • Process credit card baggage transactions at kiosks
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  • Assist passengers with self-service kiosk check-in
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  • Clear/verify international documents at kiosks
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  • Assist customers needing special assistance
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  • Respond and assist during security and emergency situations
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  • Provide quality customer service in accordance with company guidelines
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  • Complete job-relevant trainings
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  • Adhere to government regulations and company policies

Requirements

  • High school diploma or GED or international equivalent
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  • Bilingual language skills required in some locations
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  • Applicable valid driver's license as required by local authorities
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  • Must fulfill FAA criminal background checks
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  • Must be authorized to work in the U.S.
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  • Completion of a pre-employment drug screen and background check

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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  • Experience working in a fast-paced environment

Benefits

  • Travel perks for employees and their families
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  • Health, dental, prescription, and vision benefits from day one
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  • Wellness programs to support employee health
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  • 401(k) program with employer contributions after one year
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  • Employee Assistance Program
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  • Pet insurance
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  • Discounts on hotels, cars, cruises and more
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