Customer Service Agent Part Time-American Airlines

Job Description

Job Title: Customer Service Agent Part Time

Company: American Airlines

Location: Columbus, OH

Pay: $19.07 per hour

AI Pay Analysis: As of October 2023, an hourly rate of $19.07 for a part-time Customer Service Agent in Columbus, OH, is generally competitive, though it can vary based on the specific sector and company. According to data from various job market surveys, the median hourly wage for customer service representatives in the region typically ranges from $15 to $20, with some positions offering up to $25 per hour depending on experience, the complexity of the role, and benefits offered. Therefore, while $19.07 falls within a reasonable range and can attract candidates, it’s essential to consider the benefits package and work environment to assess its overall competitiveness in attracting talent.

Job description:

Are you prepared to embark on a journey filled with opportunities, both professionally and personally? Join our American Airlines family, where you will have the chance to travel the globe, enhance your skills, and become the best version of yourself. As you take on new challenges with adaptability and poise, you will acquire new competencies and advance your career while enjoying a fulfilling experience. We invite you to enrich both your work and personal life—come aboard!

The Customer Service Agent serves as a crucial point of contact for customers, ensuring interactions are conducted in a courteous, efficient, friendly, and professional manner. The starting pay for this position is $19.07 per hour.

Key Responsibilities:
The following functions are essential to this role. Please note that additional tasks may be required as determined by operational needs, in compliance with legal obligations, including collective bargaining agreements.

• Issue, reissue, and refund passenger tickets
• Book, ticket, and confirm flight reservations
• Rebook passengers on oversold flights and during irregular operations
• Facilitate passenger check-in and seat assignments (excluding curbside), resolving oversold seat issues, and issuing upgrades
• Issue vouchers and coordinate with contractors for passenger accommodations, including hotel stays, meals, and transportation; manage refueling and refreshing as necessary
• Conduct passenger boarding, including ticket and boarding pass verification
• Operate gate readers/scanners and manage pre-boarding activities, carry-on baggage checks, and exit row criteria compliance
• Manage jetways/bridges for boarding and deplaning
• Announce boarding and departure gate information
• Deliver domestic and international flight documentation
• Execute flight close-out procedures for passenger services
• Accept, check, and tag passenger baggage at resolution centers and ticket counters
• Maintain an organized timeline for the flight boarding process
• Participate in on-the-job training for customer service functions
• Process credit card baggage transactions at kiosks in ticket counter areas
• Assist passengers with self-service kiosk check-in and baggage processing
• Monitor queue lines at ticket counters and kiosks
• Verify international documents at kiosks and manage self-tagged bags at activation stations
• Provide assistance to customers requiring special accommodations, including non-ambulatory passengers, special assistance needs, and unaccompanied minors
• Engage in customer service tasks related to regional flights and ground handling agreements
• Maintain regular and predictable attendance, including satisfying mandatory overtime requirements
• Respond promptly to security and emergency situations
• Provide connecting passengers with essential gate information
• Deliver high-quality customer service in alignment with American’s standards
• Comply with company policies, procedures, and performance standards
• Complete relevant training programs
• Adhere to governmental regulations (e.g., DOT, FAA, TSA)
• Utilize multiple internal resources and systems during customer interactions
• Maintain uniform standards as outlined by company policy

Reasonable accommodations may be made for qualified individuals with disabilities.

Depending on the airport size, additional responsibilities may include:

• Performing Passenger Operation Control functions, including air-to-ground communication and Tower duties
• Assisting international passengers with customs and immigration processes, including baggage rechecks
• Delivering boarding passes, international flight documentation, and customs/immigration forms

Minimum Qualifications:

• High school diploma or GED or international equivalent
• Bilingual language skills are required in some locations
• Valid driver’s license as mandated by local authorities
• Ability to pass FAA criminal background checks to qualify for unescorted access to airport security identification display areas (SIDA), if applicable
• Capability to secure applicable airport authority and/or US Customs security badges, if necessary
• Completion of a pre-employment drug screen, comprehensive background check, and/or fingerprinting to fulfill company and security protocols
• Authorization to work in the U.S.

Preferred Qualifications:

• Familiarity with Sabre or alternative Passenger Service Systems
• Prior experience in face-to-face customer service
• Experience in a fast-paced work environment

What We Offer:
American Airlines provides a range of benefits for our employees:

• Travel Benefits: Explore the world with your family and friends, reaching 365 destinations through over 6,800 daily flights across our global network.
• Health Benefits: From day one, access health, dental, prescription, and vision benefits aimed at maintaining your well-being. Our offerings also include virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: We are committed to your personal growth, providing the resources and support necessary for you to thrive.
• 401(k) Program: Available upon hire, with employer contributions depending on the workgroup after one year of service.
• Additional Benefits: Enjoy perks such as our Employee Assistance Program, pet insurance, and discounts on hotels, car rentals, cruises, and more.

At American Airlines, we celebrate individuality. Our inclusive and diverse workforce is fundamental to our success, supported by our 20+ Employee Business Resource Groups that connect our team members with customers, suppliers, communities, and shareholders. Together, we strive to create a supportive and inspiring work environment that meets the needs of our diverse world.

Are you ready to take pride in your role at the world’s largest airline, ensuring smooth operations as we care for people on life’s journey? Join us and be your authentic self at American Airlines.

Job Posting Date: Fri, 21 Mar 2025 08:15:45 GMT

Apply now!