About Us
At American Airlines, we're more than just a airline – we're a family of passionate individuals who share a common goal: to deliver exceptional customer experiences that exceed our passengers' expectations. As a leading airline in the world, we're committed to innovation, safety, and customer satisfaction. Our team is dedicated to making a difference in the lives of our customers, and we're looking for talented individuals like you to join our family.
About the Role
We're seeking an experienced Customer Service Representative to join our team in a remote work-from-home part-time capacity. As a key member of our customer service team, you'll be responsible for providing exceptional service to our passengers, handling a wide range of customer inquiries, and resolving issues in a timely and professional manner. If you're a people person with a passion for delivering outstanding customer experiences, we want to hear from you!
Key Responsibilities
- Issue, reissue, and refund passenger tickets
- Book, price, and confirm flight reservations
- Rebook passengers on oversold flights and during abnormal operations
- Perform passenger check-in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
- Issue vouchers and/or coordinate with contractors for passenger resort lodges, food, and transportation; coordinate refueling and refresh
- Perform passenger boarding, including ticket raise and/or boarding by skip raise/verification
- Operate gate reader/scanner and related obligations to include pre-boarding, monitoring/checking carryon bags, and exiting row criteria
- Operate jetways/bridges for functions of boarding and deplaning passengers
- Make boarding and departure gate announcements
- Deliver domestic/global flight files
- Perform passenger service flight close-out procedures
- Accept, check, and tag passengers' bags at check-in centers, full-service check-in counters, and primary class check-in counters
- Maintain a timeline of the flight boarding process
- Perform customer service at the process training
- Process and complete credit card bag transactions at kiosks in the check-in counter area and activation stations
- Assist passengers with self-service kiosk check-in and kiosk bag processing at check-in counters
- Queue lines at check-in counter kiosks and check-in counters
- Clear/confirm international files at the kiosk in the check-in counter area and activation stations
- Accept and activate passengers' self-tagged luggage at activation stations
- Assist clients requiring special help or in-station; assist boarding, deplaning, and transporting non-ambulatory passengers, special help passengers, and/or unaccompanied minors
- Perform customer service work related to managing local flights and contractor/floor managing agreements or contracts
- Have daily and predictable attendance on site, including meeting any obligatory overtime requirements.
- Respond and assist during safety and/or emergency situations
- Provide connecting passengers with gate information
- Provide high-quality customer service in an expert manner and according to American guidelines.
- Adhere to agency policies, procedures, and performance standards.
- Complete process-related training
- Adhere to government regulations (e.g. DOT, FAA, TSA)
- Use multiple internal resources/structures during customer interactions
- Wear uniforms as required by agency policy
- Reasonable accommodations can be made for qualifying individuals with disabilities.
What You'll Need for Success
Minimum Qualifications – Education & Prior Job Experience
- High school degree or GED or international equivalent
- Bilingual language skills are required in some locations
- Applicable 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 and/or US Customs security badges, if applicable
- Completion of a pre-employment drug screen, complete background check, and/or fingerprinting to meet agency and security requirements
- Must be legally authorized to work in the U.S.
Preferred Qualifications – Education & Prior Job Experience
- Working experience of Sabre or another Passenger Service System
- Previous face-to-face Customer Service experience
- Working in a fast-paced environment
Why Join Our Team?
At American Airlines, we're committed to providing a supportive and inclusive work environment that allows our employees to grow and thrive. As a Customer Service Representative, you'll have the opportunity to develop your skills and knowledge in a dynamic and fast-paced environment. We offer a competitive salary, comprehensive benefits, and a range of perks and rewards that will make you feel valued and appreciated.
What We Offer
We're proud to offer a range of benefits and perks that will make you feel valued and appreciated. These include:
- A competitive salary and comprehensive benefits package
- A range of perks and rewards, including travel discounts and employee recognition programs
- Opportunities for career growth and development, including training and education programs
- A supportive and inclusive work environment that values diversity and inclusion
- A flexible and remote work arrangement that allows you to balance your work and personal life
Ready to Join Our Team?
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you! Apply now to join our team as a Customer Service Representative and take the first step towards a rewarding and challenging career with American Airlines.
Apply Now
Apply Now