Customer Service Agent Full Time

Responsibilities These are the essential functions of the job. This list reflects the current job but additional functions may exist. Issue, reissue and refund passenger tickets Book, ticket and confirm flight reservations Rebook passengers on oversold flights and during irregular operations Perform passenger check‑in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals and transportation; coordinate refuel and refresh Perform passenger boarding, including ticket lift and/or boarding pass lift/verification Operate gate reader/scanner and associated duties to include pre‑boarding, monitoring/checking carry‑on baggage and exit‑row criteria Operate jetways/bridges for purposes of boarding and deplaning passengers Make boarding and departure gate announcements Deliver domestic/international flight documents Perform passenger service flight close‑out procedures Accept, check and tag passengers’ baggage at resolution centers, full‑service ticket counters, and first‑class ticket counters Maintain timeline of flight boarding process Perform customer service on the job training Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations Assist passengers with self‑service kiosk check‑in and kiosk baggage processing at ticket counters Queue lines at ticket counter kiosks and ticket counters Clear/verify international documents at kiosk in the ticket counter area and activation stations Accept and activate passengers’ self‑tagged bags at activation stations Assist customers needing special assistance or in‑station; assist boarding, deplaning and transporting non‑ambulatory passengers, special assist passengers, and/or unaccompanied minors Perform customer service work associated with handling regional flights and contractor/ground handling agreements or contracts Have regular and predictable attendance on site, including satisfying any mandatory overtime requirements Respond and assist during security and/or emergency situations Provide connecting passengers with gate information Provide quality customer service in a professional manner and in accordance with American’s guidelines Adhere to company policies, procedures, and performance standards Complete job‑relevant trainings Adhere to government regulations (e.g. DOT, FAA, TSA) Use multiple internal resources/systems including during customer interactions Wear uniforms as required by company policy Additional Responsibilities Perform Passenger Operation Control functions, including air‑to‑ground communication and Tower functions Assist international passengers through customs/immigration, including baggage re‑check Deliver boarding passes, international flight documents and customs/immigration forms * Reasonable accommodations may be made for qualifying individuals with disabilities. Qualifications Minimum Qualifications High school diploma or GED or international equivalent Bilingual language skills required in some locations Applicable valid driver’s license as required by local authorities Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable Completion of a pre‑employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements Must be authorized to work in the U.S. Preferred Qualifications Working knowledge of Sabre or any other Passenger Service System Previous face‑to‑face Customer Service experience Working in a fast pace environment Benefits Travel Perks: Access to 365 destinations on more than 6,800 daily flights across the global network Health Benefits: On day one, enjoy health, dental, prescription, vision benefits, virtual doctor visits, flexible spending accounts and more Wellness Programs: Programs that provide tools, resources and support for a healthy lifestyle 401(k) Program: Available upon hire with employer contributions after one year, depending on the workgroup Additional Benefits: Employee Assistance Program, pet insurance, discounts on hotels, cars, cruises and more #J-18808-Ljbffr