Job Description
Premium Customer Service Representative
American Airlines is seeking Part Time Premium Customer Service Representatives at the John F. Kennedy International Airport.
The Premium Customer Services Representative is an ambassador of American Airlines, providing superior hospitality, excellent customer service, extensive ticketing and problem resolution for our most valuable customers in all areas covered by the Premium Customer Services organization. Premium Customer Services Representatives provide enhanced, extraordinary services in a positive, enthusiastic, courteous and friendly manner to all customers and guests
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
Comprehensive domestic and international ticketing functions
Boarding pass issuance, seat assignments, upgrades, day of and future date ticketing
Managing guest needs during off-schedule operations (IROPS) including rerouting travel itineraries
Providing operational support which may include meeting customers and assisting with connecting flights and boarding
Promoting Admirals Club memberships and renewals
Thorough knowledge of all club and lounge membership and access policies
Proactively mitigating customer service failures and deficiencies
Assisting guests in all areas of Premium Customer Services
Premium Customer Services Representatives are expected to take ownership
Able to go above and beyond to surprise and delight guests
Know where to find answers and offer the right solution to guests at the right time
Engage with guests in a caring and personalized manner
Utilize opportunities to sell and market all products, services and membership types
Remain current on policies and procedures, products, services, features, and marketing promotions
Complete required training through all mediums (instructor-led and web-based)
Help maintain a clean and professional work environment and strive to achieve and support department goals and objectives
Job Requirements
High school diploma or GED
Must be able to read, write, fluently speak and understand the English language
Bilingual language skills required in some locations
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
Actively demonstrate extraordinary customer service and customer engagement in an environment of hospitality
Ability to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer service
Excellent salesmanship skills/interpersonal 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 classes 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
PC experience preferred
Strong organizational and administrative skills required
Ability to work irregular and/or extended hours, including weekends and holidays
Must report to work on a regular and timely basis
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