Join the American Airlines Family and Elevate Your Career
Are you ready to embark on a journey of growth, both personally and professionally? American Airlines invites you to be a part of our dynamic team as a Premium Customer Service Representative. As a leading carrier in the aviation industry, we pride ourselves on delivering exceptional service and creating memorable experiences for our clients. With a competitive salary of $26/hour and a comprehensive benefits package, this is an opportunity you won't want to miss.
About American Airlines
At American Airlines, we're not just about transporting people from one place to another; we're about creating a world of possibilities. Our team is dedicated to providing top-notch service, ensuring that every client feels valued and appreciated. As a member of our Premium Customer Service team, you'll be at the forefront of delivering this exceptional experience, working closely with our most valued clients, and ensuring their needs are met with precision and care.
Key Responsibilities
- Provide premium customer service to all clients, ensuring their experience with American Airlines is nothing short of exceptional.
- Register clients and confirm their access to clubs and lounges, ensuring a seamless experience.
- Welcome clients with a personalized touch, using their names whenever possible, and ensuring their needs are met.
- Book and confirm flight reservations using systems like SABRE and QIK.
- Check in premium clients for their flights, handling flight changes, rebooking, and identification checks with ease.
- Monitor flights to identify check-in times, delays, or disruptions, and proactively address client needs.
- Issue client tickets, handle reissues, and manage future tickets with precision.
- Drop passenger reservations as requested and put clients on waitlists for updates or standby.
- Provide timely resolution to clients' travel issues, escalating complex issues to higher levels of support when necessary.
- Document client issues in the Passenger Name Record (PNR) for future reference.
- Perform club registration or sales activities, including managing enrollments for loyalty programs.
- Coordinate services for VIP clients, including the Attendant Key program and Five Star service.
- Assist VIP clients as they navigate through terminals, ensuring their journey is smooth.
- Help clients with their baggage when needed.
- Monitor and maintain the appearance of clubs and lounges through regular walk-throughs.
- Communicate with colleagues to ensure food and beverages are provided to club and lounge clients consistently.
- Supervise the activities of colleagues offering services to clubs and lounges.
- Assist clients with technology provided in clubs and lounges.
- Hold meeting rooms for same-day travel demands and coordinate services for meetings.
- Complete open or close procedures for clubs and lounges.
- Address heightened client issues or concerns with professionalism.
- Conduct alcohol inventory reviews and monitor the KeyStar system to provide appropriate services to clients.
- Report to position on time, as scheduled, and adhere to mandatory overtime requirements.
- Complete task-relevant training phases.
- Adhere to company policies, procedures, and performance standards.
- Wear attire as expected by company policy.
- Comply with regulations (e.g., DOT, FAA, TSA).
- Utilize various internal resources/systems, including during client interactions.
Essential Qualifications and Skills
To succeed in this role, you'll need:
- A Bachelor's degree.
- Bilingual language abilities in certain regions.
- The ability to pass FAA criminal record verifications for unescorted access to airport security identification display areas (SIDA), if applicable.
- The ability to obtain appropriate airport authority and/or US Customs security identifications, if relevant.
- Excellent customer support and client engagement skills.
- The ability to work under pressure, handling multiple tasks simultaneously while maintaining attention to detail.
- Great charisma and communication skills to interact effectively with all levels of management and public contact.
- A leadership-oriented and self-motivated approach with a high degree of professionalism.
- Willingness to attend training courses in Dallas/Fort Worth, Texas.
- Previous customer-facing experience is strongly preferred.
- A well-groomed and professional appearance.
- Excellent communication skills.
- Previous experience in the travel industry is liked.
- PC experience is liked.
- Strong organizational and administrative skills.
- The ability to work irregular and/or extended hours, including weekends and holidays.
What You'll Get
At American Airlines, we believe in rewarding our team members for their hard work and dedication. As a Premium Customer Service Representative, you'll enjoy:
- Medical benefits, including health, dental, prescription, and vision coverage from your very first day.
- Virtual doctor visits, flexible spending accounts, and more.
- Wellness programs designed to help you be your best self.
- A 401(k) program available upon enrollment, with employer contributions available after one year, depending on the workgroup.
- Additional benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, travel, and more.
Career Growth and Development
At American Airlines, we're committed to helping our team members grow and develop in their careers. As a Premium Customer Service Representative, you'll have opportunities to:
- Develop your skills and expertise in customer service and aviation.
- Take on new challenges and responsibilities as you grow in your role.
- Participate in training and development programs to enhance your performance.
- Join one of our 20+ Employee Business Resource Groups to connect with colleagues and advance your career.
Our Culture and Values
At American Airlines, we're proud of our inclusive and diverse workplace culture. We believe in:
- Fostering a work environment that is respectful and empathetic.
- Promoting diversity and inclusion through our Employee Business Resource Groups.
- Recognizing and rewarding our team members for their contributions.
- Providing opportunities for growth and development.
Take the Next Step
Are you ready to join our team and become a vital part of our success story? Apply now and let's discuss how you can elevate your career with American Airlines.
Apply Now