Customer Service Agent

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

• 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.

• 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.

• Working knowledge of Sabre or any other Passenger Service System
• Previous face‑to‑face Customer Service experience
• Working in a fast pace environment

• 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