About American Airlines
At American Airlines, we're more than just a carrier – we're a family of passionate individuals dedicated to connecting the world, one journey at a time. With a rich history spanning over a century, we've grown to become one of the largest and most respected airlines globally. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a leader in the industry.
Join Our Team
Are you ready to embark on a new adventure, both in and out of the workplace? Do you thrive in a fast-paced environment where no two days are ever the same? If so, we invite you to join our American Airlines family as a Customer Service Representative. As a key member of our team, you'll have the opportunity to make a real difference in the lives of our customers, while also growing your skills and career.
About the Role
As a Customer Service Representative, you'll be the face of American Airlines, providing exceptional service to our customers in a polite, professional, and courteous manner. Your primary responsibilities will include:
- Issuing, reissuing, and refunding traveler tickets
- Booking, ticketing, and confirming flight reservations
- Rebooking travelers on oversold flights and during irregular operations
- Performing traveler registration and front seat tasks (excluding curbside), correcting oversold seat tasks, and issuing updates
- Issuing vouchers or coordinating with vendors for traveler hotel facilities, meals, and transportation; coordinating refuel and revitalize
- Performing traveler boarding, including ticket lift or ticket lift/confirmation
- Operating door readers/scanners and related duties, including pre-boarding, observing/checking carry-on items, and departure line models
- Operating jetways/bridges for the purpose of boarding and deplaning travelers
- Making boarding and flight door announcements
- Conveying domestic/international flight records
- Performing traveler service flight close-out procedures
- Acknowledging, checking, and labeling travelers' baggage at destination points, full-service ticket counters, and premium ticket counters
- Maintaining a schedule of flight boarding processes
- Performing customer service hands-on training
- Processing and completing visa document exchanges at stands in the ticket counter area and activation stations
- Assisting travelers with self-service kiosk registration and booth items handling at ticket counters
- Staffing lines at ticket counter stands and ticket counters
- Clearing/confirming international reports at booths in the ticket counter area and activation stations
- Acknowledging and activating travelers' self-labeled bags at activation stations
- Assisting clients requiring special assistance or in-station; assisting boarding, deplaning, and shipping non-ambulatory travelers, special assistance travelers, or unaccompanied minors
- Performing customer service work related to handling regional flights and contractor/ground handling arrangements or agreements
- Having regular and predictable attendance on site, including fulfilling any required overtime needs
- Answering and assisting during security and emergency situations
- Furnishing connecting travelers with gate information
- Providing quality customer service in a professional manner and in accordance with American's policies
- Adhering to organizational policies, procedures, and performance standards
- Completing task-related stages of training
- Complying with applicable laws (e.g. DOT, FAA, TSA)
- Utilizing various internal tools/frameworks, including during customer interactions
- Wearing uniform as required by organizational policy
What You'll Need for Success
To excel in this role, you'll need:
- High school diploma or equivalent required; bachelor's degree preferred
- Bilingual language skills required in certain areas
- Valid driver's license as required by local authorities
- Must meet FAA criminal history verifications to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain proper airport access or US Customs security identification, if relevant
- Completion of a pre-employment drug screen, extensive background check, or fingerprinting to meet organizational and security requirements
- Authorized to work in the U.S.
Favored Qualifications
While not required, the following qualifications will give you a competitive edge:
- Working knowledge of Sabre or other Traveler Service System
- Prior face-to-face customer service experience
- Working in a high-speed environment
What We Offer
As a valued member of our team, you'll enjoy a comprehensive benefits package, including:
- Medical 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.
- Health programs: We believe you should be your best self – that's why our health programs give you the right tools, resources, and support you need.
- 401(k) Program: Available upon hire, and, depending on the workgroup, manager 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, travel, and more.
Join Our Inclusive and Diverse Team
At American Airlines, we're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Our 20+ Employee Business Resource Groups are designed to connect our colleagues to our customers, suppliers, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and exceed the challenges of our diverse world.
Are You Ready to Take Flight?
If you're passionate about delivering exceptional customer service, working in a fast-paced environment, and growing your skills and career, we invite you to join our American Airlines family as a Customer Service Representative. Apply now and take the first step towards a rewarding and challenging career with one of the world's leading airlines.
Apply Now
Apply Now