Customer Assistance Representative

American Airlines is hiring a Customer Assistance Representative in Springfield, Illinois. The position offers a salary of $21 per hour and requires a Bachelor’s degree.

• Greet customers when they enter the airport or arrive in the ticket area
• Monitor the ticket area to ensure compliance with security policies and procedures
• Assist customers with the Self‑Service CHIOSK check‑in and luggage processing (e.g., printing the shipping pass and receipt)
• Perform service and maintenance of kiosks (e.g., loading paper, cleaning surfaces)
• Resolve kiosk problems, identifying sources of errors and communicating necessary technological solutions
• Check that customer hand luggage complies with FAA and American Airlines policies (e.g., dimensions, quantity)
• Verify and compensate travel documents (e.g., passports, visas) for international travelers, using the kiosk database as needed
• Assist with the processing of turnover (e.g., completing credit card transactions, self‑firming, checking weight)
• Manage trailer lines for tickets based on exit times or special assistance to reduce wait times
• Accept and activate customer luggage at the activation station
• Coordinate physical movement of luggage throughout the ticket counter area (e.g., moving checked bags to the belt, positioning large bags)
• Help customers verify compliance of assistance devices, sports equipment, and large articles with appropriate policies
• Consult customers to customer service agents when appropriate
• Execute authorization and verification of documents in the kiosks
• Assist with the physical movement of non‑outpatient customers through the terminal area
• Help unaccompanied minors with shipping, dropout, or other transport needs
• Provide customers with information and instructions for doors
• Perform layout activities (e.g., announce forgotten objects, request return of blocked bags) in applicable airports
• Carry out additional tasks considered operationally necessary by Management, per the collective bargaining agreement
• Maintain punctuality and occupation of assigned station or position, including required variable changes, weekend shifts, and mandatory training
• Adhere to government regulations (DOT, FAA, TSA)
• Adhere to company policies, procedures, and service standards
• Use uniforms as required by company policy
• Provide quality customer service in accordance with American Airlines guidelines
• Utilize internal resources and systems during customer interactions

• High school diploma, GED, or international equivalent
• Must be at least 18 years old
• Read, write, speak, and understand English fluently
• Bilingual skills may be required for some locations
• Valid driving license as required by local authorities
• Complete pre‑employment drug screening, comprehensive background check, and/or fingerprinting to meet security and business requirements
• Meet FAA criminal background checks to qualify for unescorted access privileges to Airport Security Identification (SIDA) display areas, if applicable
• Obtain security badges from the appropriate airport authority and/or US Customs, if applicable
• You must be authorized to work in the United States

• Working knowledge of Saber or any other passenger service system
• Previous face‑to‑face customer service experience
• Experience working in a fast‑paced environment

• Travel benefits: access to 365 destinations across 6,800 daily flights worldwide
• Health benefits:
  
  medical, dentistry, prescriptions, and vision coverage from day one, plus virtual doctor visits, flexible spending accounts, etc.
• Wellness programs: resources and support to help you reach your best self
• 401(k) program: available upon hire, with employer contributions after one year
• Additional benefits: employee assistance program, pet insurance, discounts on hotels, cars, cruises, and more

It is possible to make reasonable adaptations for qualified individuals with disabilities.