Customer Service – American Airlines Remote Jobs

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

Position Description:

The Premium Customer Services Representative is an American Airlines ambassador, delivering superior hospitality, excellent customer service, extensive ticketing, and problem resolution for our most precious customers throughout all Premium Customer Services regions. Premium Customer Service Professionals give enhanced, remarkable services to all customers and guests in a pleasant, energetic, courteous, and helpful manner.

What you intend to do

• Every consumers should receive excellent service.
• Customers must be registered and their admission to the club(s) and/or lounge must be verified (s)
• Complete all guest experience elements to meet customers (e.g., greet customers using their name when possible, ensure name tag is visible, provide WIFI password, ask how you can assist)
• Reservations for flights should be made and confirmed (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK]) All
• Check in premium passengers for their flights (e.g., flight changes, rebooking, passport verification swipe)
• Track flights for boarding schedules, delays, or disruptions in order to best serve consumer needs.
• Customer tickets should be issued (e.g., day of departure, reissues, future tickets)
• Cancel any passenger reservations that have been requested.
• Customers should be prioritized (e.g., upgrades, standby)
• Resolve client travel difficulties as soon as possible.
• As needed, contact the next level of customer service support (i.e., premium services CSCs or CSMs) to handle unsolved client issues.
• In the passenger name record, record any customer issues (PNR)
• Carry out club enrollment or sales operations (for example, Admiral’s Club or credit card subscriptions).
• Coordination of all services offered to consumers with elite status (e.g., Concierge Key program and Five Star service)
• Help consumers with elite status (e.g., Concierge Key, Five Star Members) as they go through terminals.
• As needed, assist customers with their luggage.
• Maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Engage with business partners to ensure that food and beverages are always available to club and/or lounge customers.
• Supervise the activities of business partners who provide services to the club(s) and/or lounge (e.g., catering, sanitation) (s)
• Help customers with technology available in the club(s) and/or lounge (s)
• Reserve meeting rooms (for example, for one hour) for same-day travel requirements.
• Coordination of services for any gatherings held in conference rooms (e.g., food for the meetings)
• Complete the opening and closing procedures for the club(s) and/or lounge (s)
• Respond to escalating customer issues or concerns
• Perform a liquor inventory audit in collaboration with a beverage business partner (at some airports)
• Monitor the KeyStar system to ensure that suitable services are provided to clients (for example, government officials, OneWorld, Concierge Key, and FiveStar) (at some airports)
• Report to your designated station or location on time, as scheduled, including obligatory overtime obligations, shifting shifts, weekends, and holidays.
• Completing job-related trainings
• Follow corporate policies, procedures, and performance expectations.
• Wear uniforms in accordance with business regulations.
• Follow all federal regulations (e.g., DOT, FAA, TSA)
• Use a variety of internal resources and systems, including during customer contacts.
• *Reasonable adjustments may be made for qualified disabled individuals.

Everything you’ll need to succeed

• GED or high school diploma
• Must be able to read, write, speak, and understand English fluently.
• Some locations demand bilingual language capabilities.
• 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.
• Actively display exceptional customer service and customer involvement in a hospitality setting.
• Ability to operate under pressure, manage multiple projects at once while paying strict attention to detail and providing excellent customer service
• Strong salesmanship and interpersonal skills, as well as the ability to connect effectively with all levels of management and the general public.
• Self-motivated and service-oriented with a high level of professionalism
• Capable of attending training sessions in Dallas/Fort Worth, Texas
• Previous customer service experience is strongly preferred.
• Keep a neat and professional appearance.
• Outstanding communication abilities
• Previous experience in the travel business is preferred.
• Experience with computers is preferred.
• Excellent organizing and administrative skills are necessary.
• Capability to work irregular and/or long hours, including weekends and holidays
• Work must be reported to on a regular and timely basis.