Premium Customer Service Representative (Boston, MA, US)

American Airlines is seeking Full Time Premium Customer Service Representatives at the Boston Logan International Airport

 

The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement.

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

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

What you'll do

• 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

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• 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

 

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

• 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

Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

* Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate.

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