Full Time

Customer Assistance Representative – American Airlines Remote Jobs

Posted 1 year ago
$15 - $20 per hour

Job Description

Job Type: Customer Assistance Representative from home
Location: Georgia work from home
Company: American Airlines

The Customer Assistance Representative talks to customers in a friendly, professional, and polite way:


Here are the most important parts of the job.

This list is meant to show what the current job entails, but there may be more important (or less important) tasks that are not mentioned. When it’s necessary for the job to run, management will change the job or ask for other tasks to be done. Of course, they will follow all legal requirements, including any obligations related to collective bargaining.

  • Greet customers when they enter the airport or arrive in the ticket area.
  • Check the area around the ticket counter to make sure it meets safety policies and procedures.
  • Helping customers use self-service kiosks to check in and process their bags (e.g., printing boarding passes and receipts)
  • Taking care of and fixing up kiosks (e.g., load paper, clean surfaces)
  • Fixing problems with kiosk technology to find out where problems or errors are coming from
  • Talking to IT about problems with kiosk technology that need more service
  • Checking to see if customers’ carry-on bags follow FAA and American Airlines rules (e.g., size, quantity)
  • Checking and clearing customers’ travel documents (like passports and visas) so they can travel abroad (e.g., using the Timatic database available in the kiosk)
  • helping customers with their checked luggage (e.g., completing credit card transaction, self-tagging, verifying weight)
  • Lines at ticket counters based on when people need to leave or what kind of help they need (e.g., special assistance, to reduce volume of lines or wait time)
  • At the activation station, customers’ self-tagged bags are accepted and activated.
  • Moving luggage around the ticket counter area by hand (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
  • Helping customers check in their medical equipment, sports gear, and other large items (e.g., verify adherence to appropriate policies)
  • When it’s necessary, send customers to customer service agents.
  • Getting documents approved and checked at kiosks
  • Helping customers who can’t walk move around the gate and larger terminal area as they board, get off, or do other things
  • Helping unaccompanied minors board, get off, or use other forms of transportation
  • Giving customers information and directions about the gate
  • Using pagers (for example, to call attention to forgotten items or to ask customers to come back to their locked bags) (at some airports)
  • Possibly doing more related work if management thinks it’s necessary for operations and the collective bargaining agreement.
  • Reporting to work on time, as planned, and at your assigned station or location, including mandatory overtime, different shifts, weekends, and holidays. Finish job-related trainings
  • Follow the rules set by the government (e.g., DOT, FAA, TSA)
  • Follow the company’s rules, procedures, and standards for performance.
  • Company policy says you have to wear uniforms.
  • Give good service to customers in a professional way and in line with American’s rules.
  • Use a variety of internal resources and systems, including when dealing with customers.

People with disabilities who meet the requirements can get reasonable help.


Education and previous work experience are the minimum requirements.

  • Diploma from high school, GED, or international equivalent
  • Must be at least 18 years old
  • Read, write, fluently speak and understand the English language.
  • Bilingual language skills may be required in some locations
  • Applicable valid driver’s license as required by local authorities
  • Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
  • 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
  • Must be authorized to work in the U.S.

Preferred Qualifications- Education & Prior Job Experience

  • Working knowledge of Sabre or any other Passenger Service System
  • Previous face to face Customer Service experience
  • Working in a fast pace environment

What you’ll get

Feel free to take advantage of all that American Airlines has to offer:

  • 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

Feel free to be yourself at American

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 are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

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.

Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate.