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Customer Service Representative Full Time

2 months ago

Kansas City, Missouri, United States American Airlines Full time
About This Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Assistance Representative. As a key member of our airport operations team, you will be responsible for providing exceptional customer service to our passengers, ensuring a seamless and enjoyable travel experience.

Key Responsibilities
  • Provide courteous and efficient assistance to customers at the airport, responding to their queries and resolving any issues in a professional and timely manner.
  • Monitor the ticket counter area to ensure compliance with safety policies and procedures, maintaining a safe and secure environment for customers and staff.
  • Assist customers with self-service kiosk check-in and kiosk baggage processing, ensuring accurate and efficient processing of travel documents.
  • Servicing and maintaining kiosk machines, troubleshooting technical issues and communicating with IT to resolve any problems.
  • Verify customer carry-on baggage complies with FAA/American Airlines policies, ensuring compliance with regulations and procedures.
  • Verify and clear travel documents for international customers, utilizing the Timatic database to ensure accurate and efficient processing.
  • Assist customers with checked baggage processing, completing credit card transactions and verifying weight and size requirements.
  • Manage queues in ticket counter areas, prioritizing departures and type of assistance needed to minimize wait times.
  • Accept and activate customers' self-tagged baggage at the activation station, ensuring accurate and efficient processing.
  • Physically move baggage throughout the ticket counter area, ensuring safe and secure handling of customer belongings.
  • Assist customers with checking assistive devices, sporting equipment, and oversized items, verifying adherence to company policies.
  • Refer customers to customer service agents when necessary, ensuring seamless and efficient resolution of customer queries.
  • Perform clearance and verification of documents at kiosks, ensuring accurate and efficient processing.
  • Assist non-ambulatory customers with boarding, deplaning, and movement throughout the gate and terminal area.
  • Assist unaccompanied minors with boarding, deplaning, and transportation, ensuring safe and secure handling of minors.
  • Provide customers with gate information and directions, ensuring accurate and efficient communication.
  • Perform paging activities, such as announcing forgotten items or asking customers to return to locked bags.
  • Perform additional related duties as deemed operationally necessary by management, consistent with collective bargaining agreements.
  • Report to position on time, as scheduled, and at assigned stations or locations, including mandatory overtime requirements, varying shifts, weekends, and holidays.
Requirements
  • 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.
  • Bilingual language skills may be required in some locations.
  • Applicable valid driver's license as required by local authorities.
  • Completion of a pre-employment drug screen, comprehensive background check, and/or fingerprinting to satisfy company and security requirements.
  • Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
  • Must be authorized to work in the U.S.
Preferred Qualifications
  • Working knowledge of Sabre or any other Passenger Service System.
  • Previous face-to-face customer service experience.
  • Working in a fast-paced environment.