Description
American Airlines is seeking a Part-Time Customer Service Agent based at San Francisco International Airport. This role involves interacting with customers in a courteous, efficient, friendly, and professional manner to ensure a positive travel experience.
As a Customer Service Agent, you will issue, reissue, and refund passenger tickets, book, ticket, and confirm flight reservations, and rebook passengers on oversold flights or during irregular operations. Responsibilities include performing passenger check-in, assigning seats, rectifying oversold seat assignments, and issuing upgrades. You will issue vouchers and coordinate with contractors for hotel accommodations, meals, and transportation, as well as oversee refueling and refreshments. Boarding duties include ticket and boarding pass verification, operating gate readers and scanners, and enforcing carry-on baggage and exit row criteria. You will operate jetways/bridges for boarding and deplaning, make boarding and departure announcements, deliver flight documents, and complete flight close-out procedures. Additional tasks involve checking and tagging baggage, assisting with self-service kiosks, processing credit card baggage transactions, and clearing/ verifying international travel documents. Special assistance is required for non-ambulatory passengers, unaccompanied minors, and customers needing extra support. You will also handle regional flights and contractor agreements, respond to security and emergency situations, provide gate information for connecting passengers, and deliver professional customer service aligned with company policies. Adherence to government regulations, performance standards, uniform requirements, and completion of job-relevant training is expected. Regular on-site attendance, including mandatory overtime, is required.
Requirements
To succeed in this role, applicants must have a high school diploma, GED, or international equivalent. Bilingual language skills are required in some locations. A valid driver’s license may be necessary, depending on local regulations. Applicants must pass FAA criminal background checks to qualify for unescorted access to airport security identification display areas (SIDA) if applicable, and secure the appropriate airport authority and/or U.S. Customs security badges if required. A pre-employment drug screening, comprehensive background check, and fingerprinting must be completed to meet company and security requirements. Candidates must be authorized to work in the U.S. Preferred qualifications include working knowledge of Sabre or other Passenger Service Systems, previous face-to-face customer service experience, and experience working in a fast-paced environment.
Benefits and Offers
American Airlines offers a starting pay of $21.46 per hour. Travel perks include the opportunity for you, your family, and your friends to explore 365 destinations with access to over 6,800 daily flights across the global network. Health benefits begin on day one, covering medical, dental, prescription, and vision needs, along with virtual doctor visits, flexible spending accounts, and more. Wellness programs provide tools, resources, and support to help employees maintain their well-being. The 401(k) program is available upon hire, with employer contributions starting after one year, depending on the workgroup. Additional benefits include the Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.