Customer Assistance Representative Full Time

Customer Assistance Representative

American Airlines is seeking a Full Time Customer Assistance Representative at the Ronald Reagan Washington National 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. Please go to

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 (e.g., printing boarding passes and receipts)
• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
• 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 (e.g., size, quantity)
• Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
• Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
• Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)
• Accepting and activating customers' self-tagged baggage at the activation station
• Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
• 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 (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)
• Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement
• 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 (e.g., DOT, FAA, TSA)
• 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

* Reasonable accommodations may be made for qualifying individuals with disabilities. All you'll need for success:

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…