Experienced Customer Service Representative - American Airlines Remote Job Opportunity - Full-Time Position Available

Introduction to American Airlines and Our Mission

At American Airlines, we are dedicated to providing exceptional customer service and ensuring that every passenger has a seamless and enjoyable travel experience. As a leader in the aviation industry, we are committed to fostering a culture of inclusivity, diversity, and excellence. Our team members are the backbone of our organization, and we are passionate about creating a work environment that is supportive, engaging, and rewarding. If you are a highly motivated and customer-focused individual who is eager to join a dynamic team, we invite you to explore our exciting opportunity for an Experienced Customer Service Representative.

Job Overview and Responsibilities

In this critical role, you will be responsible for providing top-notch customer service to our valued passengers, responding to their inquiries, and resolving any issues that may arise during their travel experience. Your exceptional communication skills, patience, and problem-solving abilities will be essential in ensuring that every customer interaction is positive and memorable. Some of the key responsibilities of this position include:

• Issue, reissue, and refund traveler tickets
• Book, ticket, and confirm flight reservations
• Rebook travelers on oversold flights and during irregular operations
• Perform passenger check-in and front seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
• Issue vouchers as well as direct contractors for passenger lodging facilities, meals, and transportation; coordinate refuel and refresh
• Perform passenger boarding, including ticket lift as well as ticket lift/confirmation
• Work gate reader/scanner and related duties to include pre-boarding, monitoring/checking carryon items, and exit lane protocols
• Work jetways/bridges for purposes of boarding and deplaning passengers
• Make boarding and departure gate announcements
• Convey domestic/international flight documents
• Perform passenger service flight close-out procedures
• Accept, check, and label passengers' baggage at destination points, full-service ticket counters, and first-class ticket counters
• Maintain timeline of flight boarding process
• Perform customer service hands-on training
• Process and complete credit card transactions at stands in the ticket counter area and activation stations
• Assist passengers with self-service kiosk check-in and kiosk baggage handling at ticket counters
• Manage lines at ticket counter stands and ticket counters
• Clear/confirm international documents at kiosk in the ticket counter area and activation stations
• Accept and activate passengers' self-labeled bags at activation stations
• Assist customers requiring special assistance or in-station; assist boarding, deplaning, and transferring non-ambulatory passengers, special assistance passengers, as well as unaccompanied minors
• Perform customer care work related to handling regional flights and contractor/ground handling arrangements or agreements
• Have regular and predictable attendance on-site, including meeting any mandatory overtime requirements
• Respond and assist during security and/or emergency situations
• Provide connecting passengers gate information
• Provide quality customer service in a professional manner and in accordance with American's guidelines
• Comply with company policies, procedures, and performance standards
• Complete task-relevant training stages
• Comply with federal regulations (e.g., DOT, FAA, TSA)
• Utilize various internal resources/systems including during customer interactions
• Wear uniforms as required by company policy

Essential Qualifications and Requirements

To be successful in this role, you will need to possess the following essential qualifications and requirements:

• Bachelor's degree or equivalent experience
• Bilingual language skills required in certain locations
• Valid driver's license as required by local authorities
• Must satisfy FAA background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to obtain suitable airport authority or US Customs security badges, if applicable
• Completion of a pre-employment drug screen, thorough background check, and/or fingerprinting to meet company and security requirements
• Must be authorized to work in the U.S.

Preferred Qualifications and Requirements

While not essential, the following preferred qualifications and requirements will be highly valued:

• Working knowledge of Sabre or other Passenger Service Systems
• Prior face-to-face customer service experience
• Experience working in a fast-paced environment

Career Growth Opportunities and Learning Benefits

At American Airlines, we are committed to the growth and development of our team members. As a Customer Service Representative, you will have access to a range of training programs, workshops, and online courses to help you develop your skills and advance your career. Some of the benefits of working with us include:

• Ongoing training and development opportunities
• Career advancement opportunities within the company
• Access to a range of employee benefits, including health insurance, 401(k) program, and employee assistance programs
• Opportunities to work with a diverse range of people and cultures
• A dynamic and supportive work environment that encourages collaboration and teamwork

Work Environment and Company Culture

At American Airlines, we pride ourselves on our inclusive and diverse company culture. We believe that our employees are our greatest asset, and we strive to create a work environment that is supportive, engaging, and rewarding. Some of the benefits of working with us include:

• A dynamic and fast-paced work environment
• A supportive and collaborative team culture
• Opportunities to work with a range of people and cultures
• A commitment to diversity, equity, and inclusion
• A range of employee benefits and perks, including discounts on travel, hotels, and other services

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Medical benefits, including health, dental, vision, and prescription coverage
• 401(k) program with company match
• Employee assistance programs, including mental health support and employee discounts
• Opportunities for career advancement and professional growth
• A range of perks and benefits, including travel discounts, hotel discounts, and other rewards

Conclusion and Call to Action

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative with American Airlines, you will be part of a dynamic team that is dedicated to providing outstanding service to our passengers. Don't miss out on this opportunity to join our team and take your career to new heights. Apply now and become a part of the American Airlines family!