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The Customer Service Agent at American Airlines plays a crucial role in ensuring a positive travel experience for customers. This part-time position involves interacting with passengers in a friendly and professional manner, handling ticketing, check-in, and boarding processes, and providing assistance during travel disruptions. The role 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
Assist passengers with self-service kiosk check-in
Queue lines at ticket counter kiosks and ticket counters
Clear/verify international documents at kiosks
Assist customers needing special assistance
Respond and assist during security and emergency situations
Provide connecting passengers with gate information
Adhere to company policies and performance standards
Complete job-relevant trainings
Wear uniforms as required by company policy
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.
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: Access to 365 destinations on more than 6,800 daily flights
Health Benefits: Health, dental, prescription and vision benefits from day one
Wellness Programs: Tools and resources for personal well-being
401(k) Program: Available upon hire with employer contributions after one year
Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels and more
