Customer Assistance Representative Full Time

Customer Assistance Representative

American Airlines is seeking a full time Customer Assistance Representative at the Kansas City International Airport. The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement. If you are a member of CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. This job will continue to be posted until at least 07-21-26. If interested please apply to this date.

As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

The Customer Assistance Representative interacts with customers in a courteous, efficient, friendly and professional manner. Starting pay is $16.58 per hour.

These are the essential functions of the job:

• Greeting customers when they enter the airport or arrive in the ticket area
• Monitoring the ticket counter area to ensure it is in compliance with safety policies and procedures
• Assisting customers with self-service kiosk check-in and kiosk baggage processing
• Servicing and maintaining kiosk machines
• Troubleshooting kiosk technology issues to identify the source of issues or errors
• Communicating with IT about kiosk technology issues that require additional servicing
• Verifying that customers' carry-on baggage complies with FAA/American Airlines polices
• Verifying and clearing travel documents for customers traveling internationally
• Assisting customers with checked baggage processing
• Queuing lines in ticket counter areas based on departure times or type of assistance needed
• Accepting and activating customers' self-tagged baggage at the activation station
• Physically moving baggage throughout the ticket counter area
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items
• Refer customers to customer service agents when appropriate
• Performing clearance and verification of documents at kiosks
• Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
• Assisting unaccompanied minors with boarding, deplaning, or other transportation
• Providing customers with gate information and directions
• Performing paging activities
• Possibly performing additional related duties as deemed operationally necessary by management

Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays. Complete job-relevant trainings. Adhere to government regulations. Adhere to company policies, procedures, and performance standards. Wear uniforms as required by company policy. Provide quality customer service in a professional manner in accordance with American's guidelines. Use multiple internal resources/systems, including during customer interactions.

Minimum qualifications:

• High School diploma or GED or international equivalent
• Must be 18 years of age or older
• Read, write, fluently speak and understand the English language
• Applicable valid driver's license as required by local authorities
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• 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
• 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

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks
• Health Benefits
• Wellness Programs
• 401(k) Program
• Additional Benefits

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.