Customer Assistance Representative Full Time

American Airlines; San Francisco (CA); On-site; USD 46,000 - 50,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Additional benefits

Job summary

American Airlines is hiring a Customer Assistance Representative in San Francisco. You will greet customers, assist with check-in, baggage, and gate information, and ensure compliance with safety policies.

Starting pay is $22.51 per hour. You will work full-time with overtime and shifting schedules at airports, delivering friendly service while adhering to DOT, FAA, TSA regulations.

Qualifications

• High School diploma or GED or international equivalent.
• Must be 18 years of age or older.
• Read, write, fluently speak and understand English.
• Bilingual language skills may be required in some locations.
• Must be authorized to work in the U.S.
• Pre-employment drug screen and background checks; FAA background checks if applicable.
• Must secure airport badges as required by local authorities.
• Must be able to work in the United States.

Responsibilities

• Greeting customers at the airport or ticket area.
• Monitor the ticket counter area for safety policies.
• Assist customers with self-service kiosk check-in and baggage processing.
• Maintain and troubleshoot kiosk equipment and processes.
• Verify carry-on baggage compliance with policies.
• Verify travel documents for international travelers.
• Assist with checked baggage processing and self-tagging.
• Queue lines to manage departures and special assistance.
• Provide gate information and directions.
• Adhere to DOT, FAA, TSA regulations and company policies.
• Complete required trainings and report on time.

Skills

Customer service

English language

Communication skills

Flexibility

Problem solving

Attention to detail

Education

High School diploma or GED

Tools

Sabre

Job description

Customer Assistance Representative Full Time View Profile

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Customer Assistance Representative Full Time Posting Start Date: 9/9/26 undefined Job Description

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 Customer Assistance Representative interacts with customers in a courteous, efficient, friendly and professional manner. Starting pay is $22.51 per hour.

What you'll do

These are the essential functions of the job

This list is intended to reflect the current job but there may be additional essential functions (and non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed when operationally necessary, observing, of course, any legal obligations including any collective bargaining obligations.

• Greeting customers when they enter the airport or arrive in the ticket area


• Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures


• Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)


• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)


• Troubleshooting kiosk technology issues to identify the source of issues or errors


• Communicating with IT about kiosk technology issues that require additional servicing


• Verifying that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity)


• Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)


• Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)


• Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)


• Accepting and activating customers’ self-tagged baggage at the activation station


• Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)


• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)


• Refer customers to customer service agents when appropriate


• Performing clearance and verification of documents at kiosks


• Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area


• Assisting unaccompanied minors with boarding, deplaning, or other transportation


• Providing customers with gate information and directions


• Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)


• Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement


• Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays Complete job-relevant trainings


• Adhere to government regulations (e.g., DOT, FAA, TSA)


• Adhere to company policies, procedures, and performance standards


• Wear uniforms as required by company policy


• Provide quality customer service in a professional manner in accordance with American’s guidelines


• Use multiple internal resources/systems, including during customer interactions

* Reasonable accommodations may be made for qualifying individuals with disabilities.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED or international equivalent


• Must be 18 years of age or older


• Read, write, fluently speak and understand the English language.


• Bilingual language skills may be required in some locations


• Applicable valid driver’s license as required by local authorities


• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements


• 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


• Must be authorized to work in the U.S.

Preferred Qualifications- Education & Prior Job Experience

• Working knowledge of Sabre or any other Passenger Service System


• Previous face to face Customer Service experience


• Working in a fast pace environment

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+ Team Member 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.

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. ©2025, American Airlines, Inc. We are excited you're interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.