Customer Assistance Representative Part Time

About the role

As a Customer Assistance Representative, you’ll interact with customers in a courteous, efficient, friendly, and professional manner. Starting pay is $16.58 per hour.

Responsibilities

• Greet customers when they enter the airport or arrive in the ticket area
• Monitor the ticket counter area to ensure compliance with safety policies and procedures
• Assist customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
• Service and maintain kiosk machines (e.g., load paper, clean surfaces)
• Troubleshoot kiosk technology issues to identify the source of errors
• Communicate with IT about kiosk technology issues requiring additional servicing
• Verify that customers’ carry-on baggage complies with FAA/American Airlines policies (e.g., size, quantity)
• Verify and clear travel documents (e.g., passports, visas) for customers traveling internationally using the Timatic database
• Assist customers with checked baggage processing (e.g., completing credit card transactions, self-tagging, verifying weight)
• Queue lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance)
• Accept and activate customers’ self-tagged baggage at the activation station
• Physically move baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated location)
• Assist customers with checking assistive devices, sporting equipment, and other oversized items
• Refer customers to customer service agents when appropriate
• Perform clearance and verification of documents at kiosks
• Assist with the physical movement of non-ambulatory customers throughout the gate and terminal area
• Assist unaccompanied minors with boarding, deplaning, or other transportation
• Provide customers with gate information and directions
• Perform paging activities (e.g., announce forgotten items, ask customers to return to locked bags)
• Report to position on time, as scheduled, including mandatory overtime, varying shifts, weekends, and holidays
• Complete job-relevant trainings
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• Adhere to company policies, procedures, and performance standards
• Wear uniforms as required by company policy
• Provide quality customer service in a professional manner in accordance with American’s guidelines
• Use multiple internal resources/systems during customer interactions
• Perform additional related duties as operationally necessary, consistent with collective bargaining agreements

Requirements

• High School diploma or GED (or international equivalent)
• Must be 18 years of age or older
• Read, write, fluently speak, and understand the English language
• Bilingual language skills may be required in some locations
• Applicable valid driver’s license as required by local authorities
• Completion of a pre-employment drug screen, comprehensive background check, and/or fingerprinting
• Must fulfill FAA criminal background checks for unescorted access to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Must be authorized to work in the U.S.

Preferred Qualifications

• 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 across our global network for you, your family, and friends
• Health Benefits: On day one, access to health, dental, prescription, and vision benefits, virtual doctor visits, flexible spending accounts, and more
• Wellness Programs: Tools, resources, and support to help you be the best version of yourself
• 401(k) Program: Available upon hire; employer contributions may be available after one year, depending on the workgroup
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Pay

$16.58 per hour

Schedule

• Varying shifts, including weekends and holidays
• Mandatory overtime requirements