Job Description
American Airlines is seeking Full Time Customer Assistance Representatives at the Indianapolis International Airport
Benefits and Offers
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Your main responsibilities in this role include the following:
Duties and Responsibilities
Greeting customers when they enter the airport or arrive in the ticket area
Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures
Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
Troubleshooting kiosk technology issues to identify the source of issues or errors
Communicating with IT about kiosk technology issues that require additional servicing
Verifying that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity)
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 checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
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)
Accepting and activating customers’ self-tagged baggage at the activation station
Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
Refer customers to customer service agents when appropriate
Performing clearance and verification of documents at kiosks
Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
Assisting unaccompanied minors with boarding, deplaning, or other transportation
Providing customers with gate information and directions
Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)
Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement
Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays Complete job-relevant trainings
Adhere to government regulations (e.g., DOT, FAA, TSA)
Adhere to company policies, procedures, and performance standards
Wear uniforms as required by company policy
Provide quality customer service in a professional manner in accordance with American’s guidelines
Use multiple internal resources/systems, including during customer interactions
Job 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 able to secure appropriate airport authority and/or US Customs security badges, if applicable
Must be authorized to work in the U.S.
Working knowledge of Sabre or any other Passenger Service System
Previous face to face Customer Service experience
Working in a fast pace environment
.jpg)