About American Airlines
At American Airlines, we're more than just a carrier – we're a family of dedicated professionals who are passionate about delivering exceptional service to our customers. With a rich history spanning over a century, we've grown to become one of the world's largest airlines, serving millions of passengers every year. Our commitment to innovation, safety, and customer satisfaction has earned us a reputation as a leader in the industry.
Join Our Team
We're seeking an experienced Customer Service Representative to join our team in a home-based position. As a key member of our customer service team, you'll play a vital role in ensuring that our customers receive the highest level of service and support. If you're a people person with a passion for delivering exceptional service, we want to hear from you!
Key Responsibilities
- Issue, reissue, and discount traveler tickets
- Book, ticket, and confirm flight reservations
- Rebook travelers on oversold flights and during irregular operations
- Perform traveler check-in and boarding tasks, including ticket lift and ticket lift/check
- Work entry door scanners and related duties, including pre-boarding, observing/checking carry-on items, and departure line models
- Work jetways/bridges for the purpose of boarding and deplaning travelers
- Make boarding and departure gate announcements
- Convey domestic/international flight records
- Perform traveler service flight close-out procedures
- Acknowledge, check, and label travelers' baggage at destination points, full-service ticket counters, and premium ticket counters
- Keep up with the schedule of flight boarding process
- Perform customer service hands-on training
- Process and complete credit card baggage transfers at stands in the ticket counter area and activation stations
- Assist travelers with self-service kiosk check-in and baggage handling at ticket counters
- Manage lines at ticket counter stands and ticket counters
- Clear/confirm international documents at booths in the ticket counter area and activation stations
- Acknowledge and activate travelers' self-labeled bags at activation stations
- Assist clients requiring special assistance or in-station help, including boarding, deplaning, and shipping non-ambulatory travelers, special assistance travelers, or unaccompanied minors
- Perform customer service work related to handling regional flights and contractor/ground handling arrangements or agreements
- Have regular and predictable attendance on site, including fulfilling any required overtime needs
- Answer and assist during security and emergency situations
- Provide gate information to travelers
- Provide quality customer service in a professional manner and according to American's standards
- Adhere to company policies, procedures, and execution guidelines
- Complete task-related stages of training
- Comply with applicable laws (e.g. DOT, FAA, TSA)
- Utilize various internal resources/frameworks, including during customer interactions
- Wear uniforms as required by company policy
What You'll Need for Success
To be successful in this role, you'll need to possess the following qualifications and skills:
Essential Qualifications
- Bachelor's degree
- Bilingual language skills required in certain areas
- Valid driver's license as required by local authorities
- Must meet FAA criminal history verifications to meet requirements for unescorted access awards to airport security identification display areas (SIDA), if applicable
- Must be able to obtain proper airport power and US Customs security identifications, if applicable
- Completion of a pre-employment drug screen, comprehensive background check, or fingerprinting to meet company and security requirements
- Must be authorized to work in the U.S.
Preferred Qualifications
- Training and previous professional experience
- 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
At American Airlines, we're committed to providing our employees with a comprehensive benefits package that includes:
- Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. 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 provide you with the right tools, resources, and support you need.
- 401(k) Program: Available upon hire and, depending on the workgroup, employer 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 proud to be a leader in diversity and inclusion. Our 20+ Employee Business Resource Groups are designed to connect our employees to our customers, suppliers, networks, and investors, helping employees reach their full potential and establishing a comprehensive workplace to address and exceed the challenges of our diverse world.
Are you ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the world's largest carrier running smoothly as we care for people on life's journey? Join us at American Airlines and be yourself.
Apply Now
Ready to take the next step in your career? Apply now and join our team of dedicated professionals who are passionate about delivering exceptional service to our customers.
Apply Now
Apply Now