American Airlines is seeking Full Time Customer Assistance Representative at Detroit Metropolitan Wayne County Airport.

　　The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement.

　　If you are a member of CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. Please go to https://transfer.aa.com and submit a transfer request.

　　This job will continue to be posted until at least 01-29-24. If interested please apply prior to this date.

　　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:

　　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+ Employee 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.