Customer Service Representative – American Airlines Remote Jobs

Job Type: Customer Service Representative from home
Location: Nevada work from home
Company: American Arilines

The Customer Assistance Representative interacts with customers in the following ways: courteously, efficiently, friendly, and professionally:

Responsibilities:

This list is intended to reflect the current job, but it is possible that there are additional essential (and non-essential) job functions that are not mentioned. When operationally necessary, management will modify the job or require other tasks to be performed, while adhering to any legal obligations, including any collective bargaining obligations.

• Greeting customers as they arrive at the airport or in the ticket area
• Check the ticket counter area for compliance with safety policies and procedures.
• Providing assistance to customers with self-service kiosk check-in and baggage 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 errors
• Communicating with IT about kiosk technology issues that necessitate additional maintenance.
• Checking to ensure that customers’ carry-on luggage complies with FAA/American Airlines policies (e.g., size, quantity)
• Verifying and clearing travel documents (such as passports and visas) for customers traveling abroad (e.g., using the Timatic database available in the kiosk)
• Assisting customers with the processing of checked baggage (e.g., completing credit card transaction, self-tagging, verifying weight)
• Queuing lines at ticket counters are organized based on departure times or the type of assistance required (e.g., special assistance, to reduce volume of lines or wait time)
• Accepting and activating self-tagged baggage from customers 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 assistive devices, sporting equipment, and other oversized items for customers (e.g., verify adherence to appropriate policies)
• When necessary, refer customers to customer service representatives.
• Performing document clearance and verification at kiosks
• Assisting non-ambulatory customers with their physical movement as they board, deplane, or otherwise move throughout the gate and larger terminal area.
• Helping unaccompanied minors board, deplane, or use other modes of transportation
• Providing gate information and directions to customers
• Performing paging tasks (for example, announcing forgotten items or asking customers to return to locked bags) (at some airports)
• Performing other related duties as deemed operationally necessary by management in accordance with the collective bargaining agreement
• Reporting to your assigned station or location on time, as scheduled, including mandatory overtime requirements, varying shifts, weekends, and holidays Completing job-related trainings
• Follow all government regulations (e.g., DOT, FAA, TSA)
• Follow company policies, procedures, and performance expectations.
• Wear uniforms in accordance with company policy.
• In accordance with American guidelines, provide quality customer service in a professional manner.
• Utilize a variety of internal resources and systems, including during customer interactions.
• Individuals with disabilities who meet certain criteria may be granted reasonable accommodations.

Requirements:

Education and prior job experience are required as minimum qualifications.

• 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 skills may be required.
• Valid driver’s license, if required by local authorities
• To satisfy company and security requirements, a pre-employment drug screen, comprehensive 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 obtain appropriate airport authority and/or US Customs security badges.
• Must be authorized to work in the United States.

Education and prior job experience are preferred qualifications.

• Knowledge of Sabre or another Passenger Service System is required.
• Previous in-person Customer Service experience
• Working in a high-pressure environment

What you will receive

Take advantage of everything American Airlines has to offer:

• Travel Benefits: Are you ready to travel the world? On our global network, you, your family, and friends can travel to 365 destinations on more than 6,800 daily flights.
• Health Advantages: You’ll have access to your health, dental, prescription, and vision benefits on day one to help you stay healthy. And that’s not all; we also provide virtual doctor visits, flexible spending accounts, and other services.
• Programs for Wellness: We want you to be the best version of yourself, which is why our wellness programs equip you with all of the necessary tools, resources, and support.
• 401(k) Scheme: Employer contributions to your 401(k) program are available after one year, depending on the workgroup.
• Additional Advantages: Our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and other services are also excellent.

At American, you are free to be yourself.

Inclusion and diversity are the foundations of American Airlines’ dynamic workforce, from the team members we hire to the customers we serve. Our 20+ Employee Business Resource Groups are dedicated to connecting our team members with our customers, suppliers, communities, and shareholders, as well as to assisting team members in reaching their full potential and creating an inclusive work environment in order to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you contribute to the smooth operation of the world’s largest airline as we care for people on their life’s journey? At American, you are free to be yourself.

The candidate is responsible for their own travel to and from the interview, as well as any subsequent relocation expenses.