Introduction to American Airlines
Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll travel the world, grow your skills, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and advancing your career while having a great time. Take the opportunity to enhance both your personal and work life and jumpstart your career!
Why You'll Love This Job
The Premium Customer Service Representative is an ambassador of American Airlines, providing exceptional convenience, outstanding customer service, extensive ticketing, and issue resolution for our most valued customers in all areas covered by the Premium Customer Services organization. Premium Customer Service Representatives deliver enhanced, personalized services in a positive, enthusiastic, respectful, and friendly manner to all customers and visitors.
Key Responsibilities
- Provide premium customer service to all customers
- Register customers and verify their access to club(s) and/or lounge(s)
- Welcome customers by completing all guest experience items (e.g., welcome customers using their name whenever possible, ensure informal identification is visible, provide WIFI password, ask how you can help)
- Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Wise Keypad [QIK])
- Check-in premium customers for their flights (e.g., flight changes, rebooking, passport check swipe)
- Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
- Issue customer tickets (e.g., day of departure, reissues, future tickets)
- Cancel passenger reservations, as requested
- Place customers on priority lists (e.g., upgrades, waitlist)
- Provide timely resolution of customers' travel issues
- Contact a higher level of customer care support (i.e., premium services CSCs or CSMs) to address frustrating customer issues, as needed
- Document customer issues in the passenger name record (PNR)
- Perform club enrollment or sales activities (e.g., Admiral's Club, credit card enrollments)
- Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
- Assist elite status customers (e.g., Concierge Key, Five Star members) as they move in and out of terminals
- Assist customers with their luggage, as needed
- Maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
- Communicate with colleagues to ensure food and beverages are provided to club and/or lounge customers consistently
- Supervise the activities of colleagues offering services (e.g., catering, sanitation) to the club(s) and/or lounge(s)
- Assist customers with technology provided in the club(s) or lounge(s)
- Hold meeting rooms (e.g., 1 hour) for same-day travel requests
- Coordinate services for any meetings occurring in meeting rooms (e.g., food for the meetings)
- Complete open or close procedures for club(s) and/or lounge(s)
- Address escalated customer issues or concerns
- Conduct liquor inventory review with beverage colleague (at certain airports)
- Monitor KeyStar system to prioritize appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar) (at certain airports)
- Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
- Complete task-related training phases
- Adhere to company policies, procedures, and performance standards
- Wear uniforms as required by company policy
- Comply with federal regulations (e.g., DOT, FAA, TSA)
- Utilize various internal resources/systems, including during customer interactions
Essential Qualifications
To be successful in this role, you will need:
- Bachelor's degree
- Bilingual language skills required in certain locations
- Must satisfy FAA background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain appropriate airport authority and/or US Customs security badges, if applicable
- Effectively demonstrate exceptional customer service and customer engagement in a hospitality environment
- Ability to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and customer care
- Excellent interpersonal skills/communication skills with ability to interact effectively with all levels of management and public contact
- Service-oriented and self-motivated with a high level of professionalism
- Able to attend training sessions in Dallas/Fort Worth, Texas
- Prior customer hospitality experience strongly preferred
- Maintain a well-groomed and professional appearance
- Excellent communication skills
- Prior travel industry experience preferred
- Computer experience preferred
- Solid organizational and administrative skills required
- Ability to work varied and/or extended hours, including weekends and holidays
- Must report to work on a regular and timely basis
Preferred Qualifications
While not required, the following qualifications are preferred:
- Prior experience in a customer-facing role
- Knowledge of airline operations and procedures
- Experience with customer relationship management (CRM) software
- Ability to speak multiple languages
- Experience working in a fast-paced environment
Career Growth Opportunities and Learning Benefits
At American Airlines, we are committed to helping our employees grow and develop in their careers. As a Premium Customer Service Representative, you will have access to a variety of training and development programs, including:
- Comprehensive training program to help you learn the skills and knowledge needed to succeed in your role
- Ongoing coaching and feedback to help you continue to grow and develop in your career
- Opportunities to advance to other roles within the company, such as leadership positions or specialized roles
- Access to a variety of online courses and training programs to help you develop new skills and knowledge
Work Environment and Company Culture
At American Airlines, we are committed to creating a positive and inclusive work environment that values diversity and promotes equality. Our company culture is built on a foundation of respect, empathy, and teamwork, and we strive to create an environment where all employees feel valued, supported, and empowered to succeed.
Compensation, Perks, and Benefits
As a Premium Customer Service Representative at American Airlines, you will be eligible for a competitive salary and benefits package, including:
- Medical benefits: access to health, dental, prescription, and vision benefits to help you stay healthy
- Wellness programs: access to programs and resources to help you maintain a healthy work-life balance
- 401(k) program: access to a 401(k) program with company match to help you save for retirement
- Additional benefits: access to a variety of other benefits, including employee assistance programs, pet insurance, and discounts on hotels, cars, cruises, and more
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding career, we encourage you to apply for the Premium Customer Service Representative role at American Airlines. With a competitive salary and benefits package, opportunities for career growth and development, and a positive and inclusive work environment, this is a great opportunity to take your career to the next level. Apply today and join the American Airlines team!
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