American Airlines Premium Customer Service Representative Part Time in San Francisco, California
The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement.
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.
Responsibilities include 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, and assisting guests in all areas of Premium Customer Services.
Premium Customer Services Representatives are expected to take ownership, 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.
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
* Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate.
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.