Airport Customer Concierge | Fast-Paced Help & Travel Perks

American Airlines; Augusta (ME); Remote; USD 27,552 - 41,328; Full time

Benefits offered by this job

Travel Perks

Health benefits

401(k) plan

Employee assistance program

Pet coverage

Discounts on lodging

Discounts on travel

Discounts on cruises

Job summary

American Airlines is seeking a Customer Assistance Representative in Maine to support travelers at the airport, assisting with check-in, baggage processing, and related services. The role emphasizes high-quality customer service and adherence to safety procedures.

You will help passengers at self-service kiosks, verify documents, and handle bag processing while maintaining equipment and providing gate information as needed. Base pay ranges from $20 to $30 per hour."

Qualifications

• High school diploma or equivalent.
• Minimum age 18.
• Fluent in written and spoken English.
• Valid driver’s license and ability to pass background checks.
• Pre-employment drug screening and fingerprinting.
• FAA background checks for security access areas (SIDA).
• Authorization to work in the U.S.
• Experience with Sabre or other passenger service systems is desirable.
• Previous customer-service experience preferred.
• Ability to work in a fast-paced environment.

Responsibilities

• Greet customers upon arrival and direct them to the appropriate ticket or kiosk area.
• Verify ticket counters and kiosk compliance with safety procedures.
• Assist customers with self-service kiosk check-in and baggage processing, including printing boarding passes and receipts.
• Maintain kiosk equipment and troubleshoot kiosks to identify issues.
• Communicate with IT regarding kiosk issues that require additional support.
• Verify that all checked baggage meets FAA and American Airlines policies for size, weight, and quantity.
• Verify and clear travel documents for international passengers using Timatic database.
• Process checked luggage, including completing credit-card transactions, self-tagging, and weight verification.
• Manage queue at ticket counters to reduce wait times, prioritising unique assistance cases.
• Accept and activate customers’ self-tagged luggage at the activation station.
• Physically move checked bags to belts or special oversized-bag areas as needed.
• Assist with checking assistive devices, carry-on items, and other oversized items.
• Refer customers to customer support agents when necessary.
• Provide gate information and assist with mobility for passengers, including those using wheelchairs or requiring additional assistance.
• Assist unaccompanied minors with boarding, deplaning, or transport within the terminal.
• Provide first-class customer service in a professional manner according to American’s standards.
• Follow all government regulations and company policies, including wearing required uniforms.
• Adhere to operating schedules, overtime, shift work, weekends, and holidays as required.
• Other duties as delegated by management, consistent with the collective bargaining agreement.

Skills

Customer service

English fluency

Communication skills

Teamwork

Education

High school diploma or equivalent

Tools

Sabre

Job description

American Airlines is seeking a Customer Assistance Representative in Maine to support travelers at the airport, assisting with check-in, baggage processing, and related services. The role emphasizes high-quality customer service and adherence to safety procedures.

You will help passengers at self-service kiosks, verify documents, and handle bag processing while maintaining equipment and providing gate information as needed. Base pay ranges from $20 to $30 per hour."