Customer Assistance Representative

Customer Assistance Representative

American Airlines is seeking a full time Customer Assistance Representative at the Orlando 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 07-28-26.

If interested please apply to this date.

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 polices
• 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
• 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
• 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 authorized to work in the U.S.

American Airlines offers travel perks, health benefits, wellness programs, 401(k) program, and additional benefits.