Introduction to American Airlines and Our Mission
At American Airlines, we are dedicated to providing our customers with a unique and exceptional travel experience. As a leader in the aviation industry, we strive to make a positive impact on the lives of our customers and employees. Our mission is to care for people on life's journey, and we are committed to creating a workplace culture that is inclusive, diverse, and empowering. If you are passionate about delivering outstanding customer service and are looking for a new challenge, we invite you to join our team as a Part Time Customer Support Representative.
Job Overview and Responsibilities
As a Part Time Customer Support Representative, you will be the face of American Airlines, interacting with customers in a friendly, professional, and courteous manner. Your primary responsibility will be to provide exceptional customer service, responding to customer inquiries, and resolving issues in a timely and efficient manner. Your duties will include:
- Issue, reissue, and refund traveler tickets
- Book, ticket, and confirm flight reservations
- Rebook travelers on oversold flights and during irregular operations
- Perform passenger check-in and front 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 ticket lift/check
- Work gate reader/scanner and related duties to include pre-boarding, monitoring/checking carry-on items, and exit row models
- Work 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 label passengers' baggage at destination points, full-service ticket counters, and first-class ticket counters
- Maintain timeline of flight boarding process
- Perform customer care hands-on training
- Process and complete Visa transactions at stands in the ticket counter area and activation stations
- Assist passengers with self-service kiosk check-in and kiosk baggage handling at ticket counters
- Manage lines at ticket counter booths and ticket counters
- Clear/check international documents at stand in the ticket counter area and activation stations
- Accept and activate passengers' self-labeled bags at activation stations
- Assist customers requiring special assistance or in-station; assist boarding, deplaning, and transporting non-ambulatory passengers, special assistance passengers, as well as unaccompanied minors
- Perform customer service work related to handling regional flights and contractor/ground handling arrangements or agreements
- Have regular and predictable attendance on site, including meeting any mandatory overtime requirements
- Respond and assist during security or emergency situations
- Provide connecting passengers with gate information
- Provide quality customer service in a professional manner and in accordance with American's guidelines
- Comply with company policies, procedures, and performance standards
- Complete task-related phases of training
- Comply with applicable laws (e.g., DOT, FAA, TSA)
- Utilize various internal resources/systems, including during customer interactions
- Wear uniforms as required by company policy
Requirements and Qualifications
To be successful in this role, you will need to possess the following qualifications and skills:
- Bachelor's degree
- Minimum of 1-2 years of customer service experience, preferably in the aviation industry
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Proficiency in Microsoft Office and ability to learn internal systems and software
- High school diploma or equivalent required; college degree or equivalent preferred
- Bilingual language skills may be required in certain locations
- Valid driver's license as required by local authorities
- Must satisfy FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain suitable airport authority and/or US Customs security badges, if applicable
- Completion of a pre-employment drug screen, thorough background check, and/or fingerprinting to meet company and security requirements
- Must be authorized to work in the U.S.
Preferred Qualifications and Skills
While not required, the following qualifications and skills are preferred:
- Working knowledge of Sabre or other Passenger Service Systems
- Prior experience in customer-facing roles, preferably in the aviation industry
- Experience working in a high-speed environment
- Ability to speak multiple languages
Career Growth Opportunities and Learning Benefits
At American Airlines, we are committed to the growth and development of our employees. As a Part Time Customer Support Representative, you will have access to a range of training and development programs, including:
- Comprehensive training program to ensure your success in the role
- Ongoing coaching and feedback to help you develop your skills and knowledge
- Opportunities for career advancement and professional growth
- Access to a range of online courses and training programs to help you develop your skills and knowledge
Work Environment and Company Culture
At American Airlines, we are proud of our diverse and inclusive workplace culture. As a Part Time Customer Support Representative, you will be part of a team that values:
- Diversity and inclusion
- Employee engagement and recognition
- Professional development and growth
- Work-life balance
- Community involvement and social responsibility
Compensation, Perks, and Benefits
As a Part Time Customer Support Representative, you will be eligible for a range of benefits, including:
- Competitive hourly rate of $27/hour
- Health benefits, including medical, dental, vision, and prescription coverage
- 401(k) program with company match
- Employee assistance program
- Pet insurance
- Discounts on hotels, cars, cruises, and other travel-related products and services
- Opportunities for career advancement and professional growth
Conclusion and Call to Action
If you are passionate about delivering exceptional customer service and are looking for a new challenge, we invite you to apply for the Part Time Customer Support Representative role at American Airlines. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers and contribute to the success of our company. Don't miss out on this exciting opportunity to join our team and take your career to new heights. Apply now and become a part of the American Airlines family!
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