Experienced Customer Service Representative – American Airlines Customer Support Team

Join the American Airlines family and embark on a journey that will take you to the far corners of the world, challenge you to grow, and help you become the best version of yourself. As a Customer Service Representative, you will be the face of American Airlines, handling customer interactions with poise, professionalism, and a smile. If you're ready to explore a world of possibilities, both at work and in your personal life, we invite you to join our team of dedicated professionals who are passionate about delivering exceptional customer experiences.

Why You'll Love This Job

As a Customer Service Representative, you will be the first point of contact for our customers, providing them with a seamless and personalized experience. You will be responsible for handling customer inquiries, resolving issues, and providing solutions that exceed their expectations. If you're a people person who thrives in a fast-paced environment, this role is perfect for you.

Key Responsibilities

* Handle customer inquiries and resolve issues in a timely and professional manner

• Provide solutions that meet or exceed customer expectations
• Collaborate with internal teams to resolve complex issues
• Maintain accurate records and reports
• Participate in ongoing training and development to improve customer service skills
• Work collaboratively with colleagues to achieve team goals and objectives
• Adhere to American Airlines' policies, procedures, and standards

What You'll Do

* Issue, reissue, and refund traveler tickets

• Book, ticket, and confirm flight reservations
• Rebook travelers on oversold flights and during irregular operations
• Perform traveler check-in and boarding tasks
• Issue vouchers or coordinate with vendors for traveler hotel facilities, meals, and transportation
• Coordinate refuel and revitalize
• Perform traveler loading, including ticket lift or ticket lift/confirmation
• Work door reader/scanner and related tasks to include pre-boarding, observing/checking carry-on items and departure line models
• Work jetways/spans for the purpose of boarding and deplaning travelers
• Make boarding and flight door announcements
• Convey domestic/international flight records
• Perform traveler service flight close-out systems
• Accept, check, and label travelers' baggage at destination points, full-service ticket counters, and premium ticket counters
• Maintain schedule of flight loading process
• Perform customer service hands-on training
• Process and complete visa document exchanges at stands in the ticket counter area and activation stations
• Assist travelers with self-service kiosk check-in and booth items handling at ticket counters
• Line up at ticket counter stands and ticket counters
• Clear/confirm international reports at booth in the ticket counter area and activation stations
• Accept and initiate travelers' self-labeled bags at activation stations
• Assist clients requiring special assistance or in-station; assist boarding, deplaning, and shipping non-ambulatory travelers, special assistance travelers, or unaccompanied minors
• Perform customer service work related to handling regional flights and contractor/ground handling arrangements or agreements
• Have regular and predictable attendance on site, including fulfilling any required overtime needs
• Answer and assist during security and emergency situations
• Furnish connecting travelers with gate information
• Provide quality customer service in a professional manner and according to American's standards
• Adhere to company policies, procedures, and performance standards
• Complete task applicable stages of training
• Comply with federal laws (e.g. DOT, FAA, TSA)
• Utilize various internal resources/systems including during customer interactions
• Wear uniform as required by company policy
• Reasonable accommodations may be made for qualified individuals with disabilities.

What You'll Require for Success

* High school diploma or equivalent required

• Bachelor's degree preferred
• Bilingual language skills required in certain areas
• Relevant valid driver's license as required by local authorities
• Must meet FAA criminal background checks to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
• Must be able to obtain proper airport power or US Customs security identifications, if relevant
• Completion of a pre-employment drug screen, extensive personal investigation, or fingerprinting to meet company and security requirements
• Must be approved to work in the U.S.
• Preferred qualifications:

+ Education and earlier professional training + Working knowledge of Sabre or other Traveler Service System + Past face-to-face customer service experience + Working in a high-speed environment

What You'll Get

* Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning, we also offer virtual doctor visits, flexible spending accounts, and more.

• Health programs: We believe you should be your best self - that's why our health programs give you the right tools, resources, and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, manager contributions to your 401(k) program are available after one year.
• Extra benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the Arenaflex Family

At Arenaflex, we believe that diversity and inclusion are the foundation of a powerful workforce. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, networks, and investors, helping employees reach their full potential and creating a comprehensive workplace to address and exceed the challenges of our diverse world. Are you ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey? Join us at Arenaflex and apply now!

Simple Application Process

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