Customer Service Agent

Job Title:

Customer Service Agent

Location:

Albuquerque International Sunport (ABQ)
Company:
American Airlines
Job Type: Full‑Time
Starting Pay: $19.64 per hour

American Airlines is hiring full‑time Customer Service Agents at the Albuquerque International Sunport. This is a front‑line, face‑to‑face role where you will be the person passengers see when they check in, board, rebook, or need help during irregular operations. We are looking for someone who stays calm under pressure, communicates clearly and professionally, and genuinely wants to help travelers get where they need to go — even when things do not go as planned.

• Issuing, reissuing, and refunding passenger tickets
• Booking, ticketing, and confirming flight reservations
• Rebooking passengers on oversold flights or during cancellations and delays
• Performing passenger check‑in and seat assignments (curbside is not included, but everything else is)
• Fixing oversold seat assignments and processing upgrades
• Issuing meal, hotel, and transportation vouchers during irregular operations
• Coordinating with contractors for passenger accommodations when flights are disrupted
• Boarding passengers — including ticket lift, boarding pass verification, and monitoring carry‑on bags and exit row compliance
• Operating jetways and bridges for boarding and deplaning
• Making boarding and departure gate announcements
• Handling domestic and international flight documents
• Performing flight close‑out procedures
• Accepting, checking, and tagging baggage at resolution centers, full‑service counters, and first‑class counters
• Managing the timeline of the boarding process
• Training new hires on customer service procedures as needed
• Processing credit card baggage transactions at kiosks and activation stations
• Helping passengers use self‑service kiosks for check‑in and baggage processing
• Managing queues at ticket counter kiosks
• Verifying international documents at kiosks
• Accepting and activating self‑tagged bags at activation stations
• Assisting passengers who need extra help — including non‑ambulatory travelers, special assistance passengers, and unaccompanied minors
• Working regional flights and supporting ground handling agreements as needed
• Maintaining regular, predictable, on‑site attendance, including overtime when required
• Responding during security and emergency situations
• Providing connecting passengers with gate information
• Following all company policies, DOT, FAA, and TSA regulations
• Wearing the required uniform
• Depending on airport size (and ABQ qualifies for some of these), you may also:
  • Perform Passenger Operation Control functions, including air‑to‑ground communication and tower duties
  • Assist international passengers through customs and immigration, including baggage recheck
  • Deliver boarding passes, international flight documents, and customs forms

• High school diploma, GED, or international equivalent
• Valid driver's license as required by local authorities
• Ability to pass FAA criminal background checks for SIDA access
• Ability to secure airport authority and US Customs security badges where applicable
• Clean pre‑employment drug screen, comprehensive background check, and fingerprinting
• Must be authorized to work in the United States
• Bilingual skills are required for some locations (please check local needs at ABQ)

• Working knowledge of Sabre or another Passenger Service System
• Previous face‑to‑face customer service experience
• Experience working in a fast‑paced environment

• Travel Perks – You, your family, and your friends can explore 365 destinations on more than 6,800 daily flights across our global network
• Health Benefits – Medical, dental, prescription, and vision benefits start on day one, plus virtual doctor visits and flexible spending accounts
• Wellness Programs – Tools, resources, and support to help you stay healthy
• 401(k) Program – Available upon hire; employer contributions begin after one year depending on your workgroup
• Additional Perks – Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more