Elite Guest Services Coordinator Premium Travel Experience

American Airlines; Charlotte (NC); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

Job summary

American Airlines in Charlotte is seeking a Premium Customer Services Coordinator (PCSC) to oversee performance within the PCSC group and, when needed, lead fellow agents. This role emphasizes exceptional guest service, smooth lounge operations, and proactive problem solving.

Key duties include greeting customers, verifying lounge access, booking flights (SABRE/QIK), and coordinating elite customer services. A hospitality mindset and strong communication are essential for success.

Qualifications

• High school diploma or GED required.
• Ability to read, write, fluently speak and understand the English language.
• Bilingual ability required in some locations.
• Must fulfill FAA background checks to qualify for unescorted access privileges to SIDA, if applicable.
• Must be able to secure airport badges, if applicable.
• Excellent customer service and engagement in a hospitality environment.
• Ability to work under pressure and manage multiple projects with attention to detail.

Responsibilities

• Provide premium customer service to all customers.
• Register customers and verify access to clubs/lounges.
• Greet customers by name when possible and assist with needs.
• Book and confirm flight reservations using SABRE and QIK.
• Check premium customers in for flights and manage changes/upselling where appropriate.
• Monitor flights for delays and disruptions to best accommodate customers.
• Document issues in the passenger name record (PNR).
• Oversee lounge/service standards and coordinate with partners for food/beverages.

Skills

Customer service

Communication skills

Bilingual (in some locations)

Education

High school diploma or GED

Job description

American Airlines in Charlotte is seeking a Premium Customer Services Coordinator (PCSC) to oversee performance within the PCSC group and, when needed, lead fellow agents. This role emphasizes exceptional guest service, smooth lounge operations, and proactive problem solving.

Key duties include greeting customers, verifying lounge access, booking flights (SABRE/QIK), and coordinating elite customer services. A hospitality mindset and strong communication are essential for success.