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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 ,
- Book, ticket and confirm flight reservations ,
- Rebook passengers on oversold flights and during irregular operations ,
- Perform passenger check-in and passenger seat assignment ,
- Rectify oversold seat assignments and issue upgrades ,
- Issue vouchers and coordinate with contractors for passenger accommodations ,
- Perform passenger boarding and ticket verification ,
- Operate gate reader/scanner and monitor carry-on baggage ,
- Make boarding and departure gate announcements ,
- Deliver domestic/international flight documents ,
- Perform passenger service flight close-out procedures ,
- Accept, check and tag passengers' baggage ,
- Maintain timeline of flight boarding process ,
- Process credit card baggage transactions at kiosks ,
- Assist passengers with self-service kiosk check-in ,
- Clear/verify international documents at kiosks ,
- Assist customers needing special assistance ,
- Respond and assist during security and emergency situations ,
- Provide quality customer service in accordance with company guidelines ,
- Complete job-relevant trainings ,
- Adhere to government regulations and company policies
Requirements
- High school diploma or GED or international equivalent ,
- Bilingual language skills required in some locations ,
- Applicable valid driver's license as required by local authorities ,
- Must fulfill FAA criminal background checks ,
- Must be authorized to work in the U.S. ,
- Completion of a pre-employment drug screen and background check
Nice-to-haves
- Working knowledge of Sabre or any other Passenger Service System ,
- Previous face to face Customer Service experience ,
- Experience working in a fast-paced environment
Benefits
- Travel perks for employees and their families ,
- Health, dental, prescription, and vision benefits from day one ,
- Wellness programs to support employee health ,
- 401(k) program with employer contributions after one year ,
- Employee Assistance Program ,
- Pet insurance ,
- Discounts on hotels, cars, cruises and more