Customer Assistant – American Airlines Jobs

Job Type: Customer Assistant from home
Location: Illinois work from home
Company: American Airlines

Position Description:

The Customer Support Representative engages with consumers in the following ways: courteously, efficiently, kindly, and professionally

Responsibilities:

• Welcoming customers as they arrive at the airport or in the ticket area
• Check the ticket counter area for conformity with safety standards and procedures.
• Providing assistance to customers with self-service kiosk check-in and luggage processing (e.g., printing boarding passes and receipts)
• Servicing and upkeep of kiosk machines (e.g., load paper, clean surfaces)
• Troubleshooting kiosk technology problems to determine the source of problems or mistakes
• Talking with IT regarding kiosk technology concerns that necessitate further maintenance.
• Checking to ensure that clients’ carry-on luggage complies with FAA/American Airlines policies (e.g., size, quantity)
• Verifying and clearing travel papers (such as passports and visas) for consumers traveling abroad (e.g., using the Timatic database available in the kiosk)
• Helping customers with the processing of checked baggage (e.g., completing credit card transaction, self-tagging, verifying weight)
• Queuing queues at ticket counters are organized based on departure timings or the sort of help required (e.g., special assistance, to reduce volume of lines or wait time)
• Receiving and activating self-tagged baggage from clients at the activation station
• Moving luggage physically throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
• Checking assistance devices, sporting equipment, and other big items for consumers (e.g., verify adherence to appropriate policies)
• When necessary, forward clients to customer service representatives.
• Conducting document clearance and verification at kiosks
• Helping non-ambulatory customers with their physical movement while they board, deplane, or otherwise move within the gate and greater terminal area.
• Helping unaccompanied kids board, deplane, or use other modes of transportation
• Giving gate information and directions to customers
• Conducting paging tasks (for example, announcing forgotten things or asking consumers to return to locked bags) (at some airports)
• Performing such related activities as judged operationally required by management in accordance with the collective bargaining agreement
• Reporting at your assigned station or location on time, as scheduled, including necessary overtime requirements, variable shifts, weekends, and holidays Completing job-related trainings
• Follow all federal regulations (e.g., DOT, FAA, TSA)
• Follow corporate policies, procedures, and performance expectations.
• Wear uniforms in accordance with business regulations.
• In accordance with American principles, provide exceptional customer service in a professional manner.
• Use a variety of internal resources and systems, including during customer contacts.

Everything you’ll need to succeed

• GED, high school diploma, or international equivalent
• You must be at least 18 years old.
• Read, write, speak, and understand English fluently.
• In some cases, bilingual language abilities may be required.
• Valid driver’s license, if required by local authorities
• To satisfy company and security standards, a pre-employment drug screen, detailed background check, and/or fingerprinting must be completed.
• To qualify for unescorted access privileges to airport security identification display areas (SIDA), you must pass an FAA criminal background check.
• If applicable, must be able to get proper airport authorization and/or US Customs security badges.
• Must be authorized to work in the United States.