Customer Care Agent (Remote, Part-Time)

Ready to embark on a rewarding career with a global leader? Join the American Airlines team as a Remote Customer Care Agent! This part-time role offers a fantastic work-from-home environment and is an excellent stepping stone to a fulfilling career. You'll utilize your strong communication and problem-solving skills to provide exceptional support to our valued customers.

Why You'll Love This Role

As a Customer Care Agent, you'll be the voice of American Airlines, connecting with customers in a considerate, effective, friendly, and proficient manner. You'll have the opportunity to make a real difference in people's travel experiences.

What You'll Do

• Process, reissue, and refund passenger tickets.
• Book, ticket, and confirm flight reservations.
• Rebook travelers on oversold flights and during irregular operations.
• Perform passenger check-in and seat assignment (excluding curbside), manage seat changes, and issue updates.
• Issue vouchers and coordinate with vendors for passenger amenities (hotels, dining, transportation); coordinate refueling and refreshments.
• Manage passenger boarding, including ticket lift and check-in.
• Operate entry-level systems for pre-boarding, monitoring carry-on items, and gate monitoring.
• Utilize jetways/spans for passenger boarding and deplaning.
• Make boarding and takeoff announcements.
• Deliver domestic/international flight reports.
• Perform customer service flight closing techniques.
• Acknowledge, check, and label passenger baggage at destination points, full-service ticket counters, and premium ticket counters.
• Maintain a schedule of flight boarding processes.
• Provide hands-on customer service training.
• Process and complete credit card transactions at ticket counter stands and activation stations.
• Assist travelers with self-service kiosk check-in and baggage handling at ticket counters.
• Manage lines at ticket counter stands and counters.
• Clear/confirm domestic reports at the booth in the ticket counter area and activation stations.
• Acknowledge and enact passengers' self-identified bags at activation stations.
• Assist customers requiring special assistance; assist with boarding, deplaning, and shipping non-ambulatory travelers, extraordinary assistance travelers, and unaccompanied minors.
• Perform customer service work related to regional flights and contractor/ground handling arrangements.
• Maintain regular and consistent attendance, including fulfilling any mandatory additional time prerequisites.
• Respond to and assist during security or potentially emergency situations.
• Provide passenger entry information.
• Deliver quality customer service in a professional manner and in accordance with American's standards.
• Adhere to company policies, procedures, and performance standards.
• Follow through with task-related stages of training.
• Comply with regulatory laws (e.g., DOT, FAA, TSA).
• Utilize various internal resources/systems during customer interactions.
• Wear uniforms as required by company policy.
• Reasonable accommodations may be made for qualifying individuals with disabilities.
• (Depending on terminal size) Perform Passenger Activity Control functions including air-to-ground correspondence along with Pinnacle functions. Help global travelers through customs/immigration, including baggage verification. Deliver tickets, international flight records, and customs/immigration forms.

What You'll Need to Succeed

• High school diploma or GED or equivalent.
• Bilingual language skills required in certain areas.
• Valid driver's license as required by local authorities.
• Must meet FAA criminal background check requirements to qualify for unescorted access honors to airport security recognizable identification presentation areas (SIDA), if applicable.
• Must have the ability to obtain appropriate airport or US Customs security badges, if applicable.
• Completion of a pre-employment drug screen, comprehensive background check, and fingerprinting to fulfill company and security requirements.
• Must be authorized to work in the U.S.

What You'll Get

• Travel Benefits: Explore the world with discounted travel for you, your family, and friends on over 6,800 daily trips across our global network.
• Medical Benefits: Access to medical, dental, prescription, and vision benefits to support your well-being, plus virtual doctor visits and flexible spending accounts.
• Wellness Programs: Resources and support to help you be your best self.
• 401(k) Program: Available upon hire, with employer matching following one year of service.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Be Yourself at American

Diversity and inclusion are core values at American Airlines. We foster a welcoming and comprehensive workplace where everyone can thrive.

Are you ready to make a difference and help keep the world's largest airline running smoothly while caring for people on life's journeys? Join American Airlines today!

Please note that interview and relocation costs are the responsibility of the candidate.

Apply Now

Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.