Experienced Customer Service Representative – Work From Home Opportunity with American Airlines
About American Airlines
At American Airlines, we're more than just a carrier – we're a family of passionate individuals dedicated to connecting the world, one journey at a time. With a rich history spanning over a century, we've grown to become one of the largest and most respected airlines globally. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a leader in the industry.Join Our Team
Are you ready to embark on a new adventure, both in and out of the workplace? Do you thrive in a fast-paced environment where no two days are ever the same? If so, we invite you to join our American Airlines family as a Customer Service Representative. As a key member of our team, you'll have the opportunity to make a real difference in the lives of our customers, while also growing your skills and career.About the Role
As a Customer Service Representative, you'll be the face of American Airlines, providing exceptional service to our customers in a polite, professional, and courteous manner. Your primary responsibilities will include:- Issuing, reissuing, and refunding traveler tickets
- Booking, ticketing, and confirming flight reservations
- Rebooking travelers on oversold flights and during irregular operations
- Performing traveler registration and front seat tasks (excluding curbside), correcting oversold seat tasks, and issuing updates
- Issuing vouchers or coordinating with vendors for traveler hotel facilities, meals, and transportation; coordinating refuel and revitalize
- Performing traveler boarding, including ticket lift or ticket lift/confirmation
- Operating door readers/scanners and related duties, including pre-boarding, observing/checking carry-on items, and departure line models
- Operating jetways/bridges for the purpose of boarding and deplaning travelers
- Making boarding and flight door announcements
- Conveying domestic/international flight records
- Performing traveler service flight close-out procedures
- Acknowledging, checking, and labeling travelers' baggage at destination points, full-service ticket counters, and premium ticket counters
- Maintaining a schedule of flight boarding processes
- Performing customer service hands-on training
- Processing and completing visa document exchanges at stands in the ticket counter area and activation stations
- Assisting travelers with self-service kiosk registration and booth items handling at ticket counters
- Staffing lines at ticket counter stands and ticket counters
- Clearing/confirming international reports at booths in the ticket counter area and activation stations
- Acknowledging and activating travelers' self-labeled bags at activation stations
- Assisting clients requiring special assistance or in-station; assisting boarding, deplaning, and shipping non-ambulatory travelers, special assistance travelers, or unaccompanied minors
- Performing customer service work related to handling regional flights and contractor/ground handling arrangements or agreements
- Having regular and predictable attendance on site, including fulfilling any required overtime needs
- Answering and assisting during security and emergency situations
- Furnishing connecting travelers with gate information
- Providing quality customer service in a professional manner and in accordance with American's policies
- Adhering to organizational policies, procedures, and performance standards
- Completing task-related stages of training
- Complying with applicable laws (e.g. DOT, FAA, TSA)
- Utilizing various internal tools/frameworks, including during customer interactions
- Wearing uniform as required by organizational policy
What You'll Need for Success
To excel in this role, you'll need:- High school diploma or equivalent required; bachelor's degree preferred
- Bilingual language skills required in certain areas
- Valid driver's license as required by local authorities
- Must meet FAA criminal history verifications to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain proper airport access or US Customs security identification, if relevant
- Completion of a pre-employment drug screen, extensive background check, or fingerprinting to meet organizational and security requirements
- Authorized to work in the U.S.
Favored Qualifications
While not required, the following qualifications will give you a competitive edge:- Working knowledge of Sabre or other Traveler Service System
- Prior face-to-face customer service experience
- Working in a high-speed environment
What We Offer
As a valued member of our team, you'll enjoy a comprehensive benefits package, including:- Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more.
- Health programs: We believe you should be your best self – that's why our health programs give you the right tools, resources, and support you need.
- 401(k) Program: Available upon hire, and, depending on the workgroup, manager 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, travel, and more.