AA Jobs – Customer Representative

Job Description:

American Airlines is seeking Part Time Customer Assistance Representative at the Cleveland Hopkins International Airport. The Customer Assistance Representative interacts with customers in a courteous, efficient, friendly and professional manner:

Job Responsibilities:

• Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• 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 checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
• Troubleshooting kiosk technology issues to identify the source of issues or errors
• Performing clearance and verification of documents at kiosks
• 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)
• Communicating with IT about kiosk technology issues that require additional servicing
• Wear uniforms as required by company policy
• Verifying that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity)
• Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
• Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
• Greeting customers when they enter the airport or arrive in the ticket area
• Accepting and activating customers’ self-tagged baggage at the activation station
• Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures
• 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
• Adhere to company policies, procedures, and performance standards
• Refer customers to customer service agents when appropriate
• Reasonable accommodations may be made for qualifying individuals with disabilities.
• Assisting unaccompanied minors with boarding, deplaning, or other transportation
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
• Providing customers with gate information and directions
• Provide quality customer service in a professional manner in accordance with American’s guidelines
• Use multiple internal resources/systems, including during customer interactions

Job Requirements:

• Applicable valid driver’s license as required by local authorities
• Bilingual language skills may be required in some locations
• Must be authorized to work in the U.S.
• 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
• Read, write, fluently speak and understand the English language.
• Must be 18 years of age or older
• Working knowledge of Sabre or any other Passenger Service System

Qualification & Experience:

• Previous face to face Customer Service experience
• High School diploma or GED or international equivalent

Job Details:

Company: American Airlines

Vacancy Type: Part Time

Job Location: Cleveland, OH, US

Application Deadline: N/A

Apply Here

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