Full Time

Customer Service Representative – American Airlines Remote Jobs

Posted 1 year ago
$15 - $20 per hour

Job Description

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

A courteous, effective, friendly, and professional style is used when the customer assistance representative engages with customers:


These are the fundamental duties of the position.

Although the purpose of this list is to reflect the current job, there may be other vital (and non-essential) work functions that are not mentioned. When other activities must be done or the job must be modified for operational reasons, management will do so while adhering to all applicable laws and any collective bargaining agreements.

  • Greeting clients as they arrive at the ticket counter or enter the airport
  • Make sure the environment around the ticket desk complies with all safety regulations.
  • Helping customers use self-service kiosks for check-in and for processing their bags (e.g., printing boarding passes and receipts)
  • Maintaining and repairing kiosk equipment (e.g., load paper, clean surfaces)
  • Analyzing kiosk technological problems to find the root of problems or failures
  • Informing IT of any difficulties with the kiosk’s technology that need more maintenance
  • Checking that carry-on luggage is in compliance with FAA/American Airlines rules (e.g., size, quantity)
  • Examining and approving passports and other travel documentation for clients going abroad (e.g., using the Timatic database available in the kiosk)
  • Assisting clients with processing checked baggage (e.g., completing credit card transaction, self-tagging, verifying weight)
  • Ticket counter lineups that form according to departure times or the amount of help required (e.g., special assistance, to reduce volume of lines or wait time)
  • Taking client self-tagged luggage and activating it at the activation station
  • Moving luggage physically around the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
  • Helping clients examine their big products, sports gear, and other assistance gadgets (e.g., verify adherence to appropriate policies)
  • When necessary, direct clients to customer service representatives.
  • Performing document screening and verification at kiosks
  • Helping non-ambulatory passengers move physically as they board, depart, or otherwise move around the gate and broader terminal area
  • Helping unaccompanied kids board, deplane, or use other forms of transportation
  • Providing gate details and directions to customers
  • Paging customers to remind them to return to locked baggage or to notify misplaced things (at some airports)
  • Undertaking potential extra relevant tasks as management deems operationally required in accordance with the collective bargaining agreement
  • Showing up for work on time, as scheduled, and at the designated station or location, including for required overtime, different shifts, weekends, and holidays. Obtain training relevant to your career
  • Obey governmental directives (e.g., DOT, FAA, TSA)
  • Follow the company’s guidelines, rules, and performance expectations
  • As mandated by business policy, wear uniforms.
  • According to American standards, render professional, high-quality customer service.
  • Utilize several internal tools and platforms, especially when dealing with customers
  • Those with impairments who qualify may get reasonable accommodations.


Minimum requirements include education and previous work experience.

  • GED, high school diploma, or equivalent internationally
  • Must be at least 18 years old.
  • Read, write, speak, and comprehend the English language with ease.
  • In some places, having bilingual language skills may be necessary.
  • Suitable, current driver’s license, as needed by the local government
  • Pre-employment drug testing, thorough background checks, and/or fingerprinting are completed in accordance with company and security regulations.
  • To be eligible for unescorted access privileges to airport security identification display areas (SIDA), if appropriate, one must pass FAA criminal background checks.
  • Must be able to obtain the necessary security badges from the airport administration and/or US Customs, if necessary.
  • Must be qualified to work in the United States.

Prior work experience and education are preferred qualifications.

  • Working understanding of any other passenger service system, including Sabre
  • Prior experience providing customer service in person
  • Working in a hurried setting

You’ll receive

Please feel free to benefit from everything American Airlines has to offer:

  • Benefits of Travel: Are you eager to see the world? With our extensive global network, you, your family, and friends may travel to 365 destinations every day on more than 6,800 flights.
  • Health Advantages: You’ll have immediate access to your health, dental, prescription, and vision coverage to support your continued good health. And that’s only the beginning; we also provide flexible spending accounts, virtual doctor appointments, and more.
  • Wellness initiatives: Our wellness programs give you all the necessary tools, resources, and support because we want you to be the best version of yourself.
  • The 401(k) Plan: Available at the time of hire and, based on the workgroup, after one year, employer contributions to your 401(k) program.
  • Additional Advantages: Our Employee Assistance Program, pet insurance, and savings on hotels, automobiles, cruises, and more are other fantastic advantages.

You may be who you are at American.

Inclusion and diversity are the cornerstones of American Airlines’ dynamic workforce, from the team members we hire to the clients we serve. Our 20+ Employee Business Resource Groups are dedicated to helping our team members reach their full potential, creating an inclusive workplace to meet and exceed the demands of our diverse global community, and connecting our team members to our customers, suppliers, communities, and shareholders.

Are you prepared to contribute to the smooth operation of the largest airline in the world as we look after people as they travel through life and experience a great deal of pride and satisfaction in doing so? You may be who you are at American.

The applicant is responsible for paying for their own transportation to the interview and any related relocation costs.