Customer Service Agent Full Time

Full-time - Entry Level

Columbus, OH

Air Transportation

About the position

American Airlines is seeking Full Time Customer Service Agent at the John Glenn Columbus International Airport. The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement. If you are a member of CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. This job will continue to be posted until at least 03-26-25. If interested please apply prior to this date.

Responsibilities

• Issue, reissue and refund passenger tickets
• Book, ticket and confirm flight reservations
• Rebook passengers on oversold flights and during irregular operations
• Perform passenger check-in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
• Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals and transportation; coordinate refuel and refresh
• Perform passenger boarding, including ticket lift and/or boarding pass lift/verification
• Operate gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria
• Operate jetways/bridges for purposes of boarding and deplaning passengers
• Make boarding and departure gate announcements
• Deliver domestic/international flight documents
• Perform passenger service flight close-out procedures
• Accept, check and tag passengers' baggage at resolution centers, full-service ticket counters, and first class ticket counters
• Maintain timeline of flight boarding process
• Perform customer service on the job training
• Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations
• Assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters
• Queue lines at ticket counter kiosks and ticket counters
• Clear/verify international documents at kiosk in the ticket counter area and activation stations
• Accept and activate passengers' self-tagged bags at activation stations
• Assist customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors
• Perform customer service work associated with handling regional flights and contractor/ground handling agreements or contracts
• Have regular and predictable attendance on site, including satisfying any mandatory overtime requirements
• Respond and assist during security and/or emergency situations
• Provide connecting passengers with gate information
• Provide quality customer service in a professional manner and in accordance with American's guidelines
• Adhere to company policies, procedures, and performance standards
• Complete job-relevant trainings
• Adhere to government regulations (e.g. DOT, FAA, TSA)
• Use multiple internal resources/systems including during customer interactions
• Wear uniforms as required by company policy
• Reasonable accommodations may be made for qualifying individuals with disabilities

Requirements

• High school diploma or GED or international equivalent
• Bilingual language skills required in some locations
• Applicable valid driver's license as required by local authorities
• 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
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• Must be authorized to work in the U.S.

Nice-to-haves

• Working knowledge of Sabre or any other Passenger Service System
• Previous face to face Customer Service experience
• Working in a fast pace environment

Benefits

• Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network
• Health Benefits: Access to health, dental, prescription and vision benefits from day one
• Wellness Programs: Support to help you be the best version of yourself
• 401(k) Program: Available upon hire with employer contributions after one year
• Additional Benefits: Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more