American Airlines Remote Jobs In USA Apply ! ( Customer Assistance Representative )

American Airlines; Springfield (IL); Remote; USD 23,866 - 33,992; Full time

Benefits offered by this job

Travel benefits

Medical, dental, and vision coverage

401(k) program

Job summary

American Airlines is seeking a Customer Assistance Representative in Springfield, Illinois. This role involves greeting customers, assisting with check-in and luggage, and ensuring compliance with security regulations.

The ideal candidate will hold a Bachelor’s degree, have strong customer service skills, and be fluent in English. The position offers competitive benefits including health coverage, travel perks, and a 401(k) program.

Qualifications

• Must be at least 18 years old.
• Read, write, speak, and understand English fluently.
• Complete pre-employment drug screening and background check.

Responsibilities

• Greet customers and assist with check-in and luggage processing.
• Monitor compliance with security policies and procedures.
• Provide quality customer service according to American Airlines guidelines.

Skills

Customer service

Bilingual skills

Attention to detail

Education

Bachelor’s degree

High school diploma or GED

Tools

Saber or other passenger service system

Job description

American Airlines is hiring a Customer Assistance Representative in Springfield, Illinois. The position offers a salary of $21 per hour and requires a Bachelor’s degree.

Responsibilities

• Greet customers when they enter the airport or arrive in the ticket area
• Monitor the ticket area to ensure compliance with security policies and procedures
• Assist customers with the Self‑Service CHIOSK check‑in and luggage processing (e.g., printing the shipping pass and receipt)
• Perform service and maintenance of kiosks (e.g., loading paper, cleaning surfaces)
• Resolve kiosk problems, identifying sources of errors and communicating necessary technological solutions
• Check that customer hand luggage complies with FAA and American Airlines policies (e.g., dimensions, quantity)
• Verify and compensate travel documents (e.g., passports, visas) for international travelers, using the kiosk database as needed
• Assist with the processing of turnover (e.g., completing credit card transactions, self‑firming, checking weight)
• Manage trailer lines for tickets based on exit times or special assistance to reduce wait times
• Accept and activate customer luggage at the activation station
• Coordinate physical movement of luggage throughout the ticket counter area (e.g., moving checked bags to the belt, positioning large bags)
• Help customers verify compliance of assistance devices, sports equipment, and large articles with appropriate policies
• Consult customers to customer service agents when appropriate
• Execute authorization and verification of documents in the kiosks
• Assist with the physical movement of non‑outpatient customers through the terminal area
• Help unaccompanied minors with shipping, dropout, or other transport needs
• Provide customers with information and instructions for doors
• Perform layout activities (e.g., announce forgotten objects, request return of blocked bags) in applicable airports
• Carry out additional tasks considered operationally necessary by Management, per the collective bargaining agreement
• Maintain punctuality and occupation of assigned station or position, including required variable changes, weekend shifts, and mandatory training
• Adhere to government regulations (DOT, FAA, TSA)
• Adhere to company policies, procedures, and service standards
• Use uniforms as required by company policy
• Provide quality customer service in accordance with American Airlines guidelines
• Utilize internal resources and systems during customer interactions

Minimum Qualifications

• High school diploma, GED, or international equivalent
• Must be at least 18 years old
• Read, write, speak, and understand English fluently
• Bilingual skills may be required for some locations
• Valid driving license as required by local authorities
• Complete pre‑employment drug screening, comprehensive background check, and/or fingerprinting to meet security and business requirements
• Meet FAA criminal background checks to qualify for unescorted access privileges to Airport Security Identification (SIDA) display areas, if applicable
• Obtain security badges from the appropriate airport authority and/or US Customs, if applicable
• You must be authorized to work in the United States

Preferred Qualifications

• Working knowledge of Saber or any other passenger service system
• Previous face‑to‑face customer service experience
• Experience working in a fast‑paced environment

Benefits

• Travel benefits: access to 365 destinations across 6,800 daily flights worldwide
• Health benefits: medical, dentistry, prescriptions, and vision coverage from day one, plus virtual doctor visits, flexible spending accounts, etc.
• Wellness programs: resources and support to help you reach your best self
• 401(k) program: available upon hire, with employer contributions after one year
• Additional benefits: employee assistance program, pet insurance, discounts on hotels, cars, cruises, and more

It is possible to make reasonable adaptations for qualified individuals with disabilities.