Job Description
Job Overview:
We are seeking a highly skilled and enthusiastic Customer Service Agent to join our American Airlines team. As a Remote Customer Service Agent, you will have the opportunity to work from the comfort of your own home, providing top-notch service to our customers while enjoying a competitive salary of $25/hour. If you are passionate about delivering exceptional customer experiences and are looking for a new challenge, we encourage you to apply for this exciting opportunity.
Key Responsibilities:
- Engage with customers in a polite, efficient, friendly, and professional manner
- Issue, reissue, and refund traveler tickets
- Book, ticket, and confirm flight reservations
- Rebook travelers on oversold flights and during irregular operations
- Perform passenger check-in and front seat assignment
- Issue vouchers and provide direction with contractors for passenger hotel accommodations, meals, and transportation
- Work gate reader/scanner and related duties, including pre-boarding, monitoring/checking carry-on items, and exit lane models
- Operate jetways/bridges for boarding and deplaning passengers
- Make boarding and departure gate announcements
- Convey domestic/international flight documents
- Perform passenger service flight close-out procedures
- Accept, check, and tag passengers' baggage at destination points
- Maintain schedule of flight boarding process
- Process and complete credit card transactions at stands in the ticket counter area and activation stations
- Assist passengers with self-service kiosk check-in and kiosk baggage handling at ticket counters
- Line queues at ticket counter stands and ticket counters
- Clear/verify international documents at kiosk in the ticket counter area and activation stations
- Accept and activate passengers' self-labeled bags at activation stations
- Assist clients requiring special assistance or in-station; assist boarding, deplaning, and transporting non-ambulatory passengers, special assistance passengers, and/or unaccompanied minors
- Perform customer care work related to handling regional flights and contractor/ground handling arrangements or agreements
- Have regular and predictable attendance on-site, including meeting any mandatory overtime requirements
- Respond and assist during security and/or emergency situations
- Provide connecting passengers with gate information
- Offer quality customer service in a professional manner and in accordance with American's guidelines
- Comply with company policies, procedures, and performance standards
- Complete job-specific training phases
- Adhere to relevant laws (e.g., DOT, FAA, TSA)
- Utilize various internal resources/systems, including during customer interactions
- Wear uniforms as required by company policy
Requirements:
- Bachelor's degree
- Minimum of 1 year of customer service experience
- Bilingual language skills required in certain locations
- Valid driver's license as required by local authorities
- Must satisfy FAA criminal background checks to qualify for unescorted access authorization to airport security identification display areas (SIDA), if applicable
- Must be able to obtain appropriate airport authority and/or US Customs security badges, if applicable
- Completion of a pre-employment drug screen, comprehensive background check, and/or fingerprinting to meet company and security requirements
- Must be authorized to work in the U.S.
Preferred Qualifications:
- Working knowledge of Sabre or other Passenger Service System
- Prior face-to-face customer service experience
- Experience working in a fast-paced environment
What We Offer:
- Competitive salary of $25/hour
- Comprehensive benefits package, including medical, dental, vision, and 401(k) program
- Opportunities for career growth and development
- Flexible scheduling and remote work arrangements
- Discounts on hotels, cars, cruises, and more
- Employee Assistance Program and pet insurance
Diversity and Inclusion:
American Airlines is committed to creating a diverse and inclusive workplace where everyone feels valued and respected. Our 20+ Employee Business Resource Groups are dedicated to connecting our employees to our customers, suppliers, communities, and shareholders, helping employees reach their full potential and creating a welcoming environment for all.
How to Apply:
If you are a motivated and customer-focused individual who is looking for a new challenge, please submit your application today. We can't wait to hear from you!
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