Customer Service Agent Full Time

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes: - Intro: some marketing text; could be "About the role"? Possibly treat as About the role. - "Why you'll love this job": description of role, maybe part of About the role. - "Startng pay is $20.23 per hour." => Pay section. - "What You'll Do": list of duties => Responsibilities. - "All you'll need for success": Minimum Qualifications and Preferred Qualifications => Requirements/Qualifications/Skills. We need to decide which headings to use. The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have multiple: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay. But we should avoid thin sections; combine where appropriate. We have Benefits described: Travel Perks, Health Benefits, Wellness Programs, 401(k) Program, Additional Benefits. So Benefits section. We have Pay: $20.23 per hour. Schedule: Not mentioned. So omit Schedule. We have Requirements: Minimum Qualifications (education, etc.) and Preferred Qualifications (Sabre, etc.). Could combine into Requirements or Qualifications. The instruction says we can have Requirements, Qualifications, Skills separate. But we should avoid many thin sections. Perhaps combine into "Requirements" covering both minimum and preferred. Or have "Qualifications" for minimum and "Skills" for preferred? Let's think: Minimum Qualifications are education/experience; Preferred Qualifications are Sabre, customer service experience, fast pace. Those could be Skills. But we can also put them under Requirements. Given we want few substantive sections, we could have: About the role, Responsibilities, Requirements (including both min and pref), Benefits, Pay. That's 5 sections. We must not repeat job title as heading. No Job ID etc. We must use

for section headings. Use

• for any list of duties/requirements/benefits, and

  for prose. We need to preserve all substantive information; do not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO etc. The posting includes some boilerplate like "Reasonable accommodations may be made..." and "Depending on your airport size..." etc. Those are part of duties? They are part of responsibilities? The "Reasonable accommodations..." is a legal statement; we should remove as boilerplate. Also "Depending on your airport size, you may also do the following:" is part of duties (additional functions). That is substantive; we should keep it as part of responsibilities. Also "All you'll need for success Minimum Qualifications- Education & Prior Job Experience ..." includes bullet list; we need to format as list. We need to preserve all substantive info: e.g., "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", etc. Also "Must fulfill FAA criminal background checks..." etc. Also "Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting..." etc. Also "Must be authorized to work in the U.S." Also "Preferred Qualifications- Education & Prior Job Experience Working knowledge of Sabre or any other Passenger Service SystemPrevious face to face Customer Service experienceWorking in a fast pace environment". Note there is missing punctuation; we keep as is. Benefits: "Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all 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, cruises and more". We need to format as list maybe each benefit as

• . Could also keep prose but instruction: Use
  • for any list of duties/requirements/benefits. So we should make a list. Pay: "Startng pay is $20.23 per hour." => we can put in

    . Now we need to strip boilerplate: "Feel free to enrich both your personal and work life and hop on board!" maybe part of About the role. Also "Feel free to take advantage of all that American Airlines has to offer:" is intro to Benefits; we can keep as part of Benefits heading. Also "Feel free to be yourself at American" etc is boilerplate about inclusion/diversity; remove. Also "Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American." remove. Also "Intro Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life." This is About the role. Also "Why you'll love this job The Customer Service Agent interacts with customers in a courteous, efficient, friendly and professional manner." Could be part of About the role or Responsibilities. We'll incorporate into About the role. Now we need to output only HTML fragment. Structure:

    About the role

    Intro text + Why you'll love this job description.

    Responsibilities

    • list of duties
    ... We need to include all duties from "What You'll Do" plus the additional duties under "Depending on your airport size, you may also do the following:" plus maybe the "Reasonable accommodations..." is boilerplate remove. Let's extract duties list: From "What You'll Do These are the essential functions of the job This list is intended to reflect the current job but there may be additional essential functions (and non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed when operationally necessary, observing, of course, any legal obligations including any collective bargaining obligations." Then list: - 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 (except curbside), rectify oversold seat assignments, and issue upgrades - Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals and transportation; coordinate refuel and refresh - Perform passenger boarding, including ticket lift and/or boarding pass lift/verification - Operate gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria - Operate jetways/bridges for purposes of boarding and deplaning passengers - Make boarding and departure gate announcements - Deliver domestic/international flight documents - Perform passenger service flight close-out procedures - Accept, check and tag passengers’ baggage at resolution centers, full-service ticket counters, and first class ticket counters - Maintain timeline of flight boarding process - Perform customer service on the job training - Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations - Assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters - Queue lines at ticket counter kiosks and ticket counters - Clear/verify international documents at kiosk in the ticket counter area and activation stations - Accept and activate passengers’ self-tagged bags at activation stations - Assist customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors - Perform customer service work associated with handling regional flights and contractor/ground handling agreements or contracts - Have regular and predictable attendance on site, including satisfying any mandatory overtime requirements. - Respond and assist during security and/or emergency situations - Provide connecting passengers with gate information - Provide quality customer service in a professional manner and in accordance with American’s guidelines. - Adhere to company policies, procedures, and performance standards. - Complete job-relevant trainings - Adhere to government regulations (e.g. DOT, FAA, TSA) - Use multiple internal resources/systems including during customer interactions - Wear uniforms as required by company policy Then after that: "Depending on your airport size, you may also do the following: Perform Passenger Operation Control functions including air to ground communication as well as Tower functions Assist international passengers through customs/immigration, including baggage recheck Deliver boarding passes, international flight documents and customs/immigration forms" We need to split into separate list items. Now Requirements/Qualifications: Minimum Qualifications: - 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 to qualify for unescorted access privileges 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 - Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements - 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 - Working in a fast pace environment We could combine into Requirements section with two sub-lists? But we only allowed
    • for any list. Could have nested lists? Probably okay to have separate
      for each. Or we could combine into one list with all items, but we might lose distinction. Better to have two headings: Minimum Qualifications and Preferred Qualifications? But we only allowed headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could use "Requirements" for minimum, and "Skills" for preferred. Or "Qualifications" for minimum and "Skills" for preferred. Let's decide: Use "Requirements" for minimum qualifications, and "Skills" for preferred qualifications (since they are skills). That seems reasonable. Thus:

      Requirements

      list of minimum qualifications

      Skills

      list of preferred qualifications
      Now Benefits: We need to list each benefit as
      • . Benefits described: Travel Perks, Health Benefits, Wellness Programs, 401(k) Program, Additional Benefits (Employee Assistance Program, pet insurance, discounts on hotels, cars, cruises and more). We could break into items: - Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network. - Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits; also virtual doctor visits, flexible spending accounts and more. - Wellness Programs: Wellness programs provide you with all the right tools, resources and support you need. - 401(k) Program: Available upon hire; employer contributions available after one year (depending on workgroup). - Additional Benefits: Employee Assistance Program, pet insurance, discounts on hotels, cars, cruises