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
• 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 your health, dental, prescription and vision benefits to help you stay well. Additional wellness programs provide tools, resources and support.
• 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.

About Us

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups connect team members to customers, suppliers, communities and shareholders, helping everyone reach their full potential and creating an inclusive work environment.