Customer Assistance Representative Full Time

Customer Assistance Representative

American Airlines is seeking a full time Customer Assistance Representative at the Charlotte Douglas 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 07-27-26.

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

Essential functions of the job include:

• 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
• 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 policies
• 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
• Referring 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

Minimum qualifications include:

• 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
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• 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 include:

• 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.