American Airline Jobs – Customer Representative

Website American Airlines

Job Description:

American Airlines is seeking Full Time Customer Assistance Representatives at the Pittsburgh International Airport. The Customer Assistance Representative interacts with customers in a courteous, efficient, friendly and professional manner.

Job Responsibilities:

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

Job Requirements:

  • Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
  • Applicable valid driver’s license as required by local authorities
  • Bilingual language skills may be required in some locations
  • Read, write, fluently speak and understand the English language.
  • Working knowledge of Sabre or any other Passenger Service System
  • Must be 18 years of age or older
  • Must be authorized to work in the U.S.
  • Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

Qualification & Experience:

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

Job Details:

Company: American Airlines

Vacancy Type: Full Time

Job Location: Pittsburgh, PA, US

Application Deadline: N/A

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