Customer Service Agent Part Time

About the role

As a Customer Service Agent, you’ll interact with customers in a courteous, efficient, friendly and professional manner.

Pay

Starting pay is $20.23 per hour.

Responsibilities

• 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 carry-on 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
• Perform Passenger Operation Control functions including air-to-ground communication as well as Tower functions (depending on airport size)
• Assist international passengers through customs/immigration, including baggage recheck (depending on airport size)
• Deliver boarding passes, international flight documents, and customs/immigration forms (depending on airport size)

Reasonable accommodations may be made for qualifying individuals with disabilities.

Requirements

• 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
• Experience working in a fast-paced environment

Benefits

• 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 health, dental, prescription, and vision benefits. Additional wellness programs and virtual doctor visits are also available.
• Wellness Programs: Access to tools, resources, and support to help you stay well.
• 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.

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