Customer Service Agent Full Time

Why You'll Love This Job

The Customer Service Agent interacts with customers in a courteous, efficient, friendly and professional manner. Starting pay is $20.23 per hour.

What You'll Do

• Issue, reissue and refund passenger tickets
• 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
• Maintain timeline of flight boarding process
• Accept, check and tag passengers’ baggage at resolution centers, full-service ticket counters, and first class ticket counters
• Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations
• Aid 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
• Aid 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

Reasonable Accommodations

Reasonable accommodations may be made for qualifying individuals with disabilities.

Additional Airport Functions

• 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

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
• 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
• Previous experience in a fast pace environment