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Customer Assistance Representative Full Time ID-7841

About the position

The Customer Assistance Representative at American Airlines plays a crucial role in providing exceptional customer service at the airport. This position involves interacting with customers in a friendly and professional manner, assisting them with various tasks related to check-in, baggage processing, and ensuring compliance with safety policies. The role offers opportunities for personal and professional growth while contributing to the smooth operation of the airline.

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Responsibilities

  • Greeting customers when they enter the airport or arrive in the ticket area
  • Monitoring the ticket counter area to ensure compliance with safety policies and procedures
  • Assisting customers with self-service kiosk check-in and baggage processing
  • Servicing and maintaining kiosk machines
  • Troubleshooting kiosk technology issues
  • Communicating with IT about kiosk technology issues
  • Verifying customers' carry-on baggage compliance
  • Verifying and clearing travel documents for international travelers
  • Assisting customers with checked baggage processing
  • Queuing lines in ticket counter areas based on departure times
  • Accepting and activating customers' self-tagged baggage
  • Physically moving baggage throughout the ticket counter area
  • Assisting customers with checking their assistive devices and oversized items
  • Referring customers to customer service agents when appropriate
  • Performing clearance and verification of documents at kiosks
  • Assisting with the physical movement of non-ambulatory customers
  • Assisting unaccompanied minors with boarding and deplaning
  • Providing customers with gate information and directions
  • Performing paging activities as needed
  • Completing job-relevant trainings
  • Adhering to government regulations and company policies
  • Wearing uniforms as required by company policy
  • Using multiple internal resources/systems during customer interactions

Requirements

  • High School diploma or GED or international equivalent
  • Must be 18 years of age or older
  • Fluency in English, both written and spoken
  • Applicable valid driver's license as required by local authorities
  • Completion of a pre-employment drug screen and background check
  • Ability to fulfill FAA criminal background checks
  • Authorization to work in the U.S.

Nice-to-haves

  • Working knowledge of Sabre or other Passenger Service Systems
  • Previous face-to-face customer service experience
  • Experience working in a fast-paced environment

Benefits

  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Pet insurance
  • Vision insurance
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