Experienced Premium Customer Service Representative - Delivering Exceptional Travel Experiences Remotely for American Airlines

Join the American Airlines Family: Elevate Your Career and Travel the World Are you ready to embark on a journey of endless possibilities, both professionally and personally? American Airlines invites you to be part of our dynamic team as a Premium Customer Service Representative. As a cornerstone of our customer service excellence, you will be the face of American Airlines, providing top-notch hospitality, resolving issues, and ensuring our valued clients have an unforgettable travel experience. Why You'll Love This Role As a Premium Customer Service Representative, you will be the ambassador of American Airlines, delivering extraordinary customer service, handling complex issues, and making a meaningful difference in the lives of our clients. You will be part of a team that is passionate about providing exceptional travel experiences, and you will have the opportunity to grow professionally, develop new skills, and advance your career. Key Responsibilities Deliver premium customer care to all clients, ensuring their needs are met and exceeded Register clients and verify their access to clubs and lounges, providing a seamless experience Welcome clients with a personal touch, using their names whenever possible, and ensuring their overall satisfaction Book and confirm flight reservations using various systems, such as SABRE and QIK Check-in premium clients for their flights, handling flight changes, rebooking, and identification verification Monitor flights to identify boarding times, delays, or disruptions, and proactively address client needs Issue client tickets, including day-of-flight, reissues, and future tickets Drop passenger reservations as requested and put clients on waitlists for upgrades or standby Provide timely resolution to clients' travel issues, escalating complex problems to higher-level support teams when necessary Document client issues in the Passenger Name Record (PNR) and maintain accurate records Perform club enrollment or sales activities, such as Captain's Club and credit card enrollments Coordinate services for high-status clients, including Attendant Key and Five Star programs Assist clients with their baggage, as needed, and ensure their overall satisfaction Monitor and maintain the appearance of clubs and lounges, ensuring a welcoming atmosphere Communicate with colleagues to ensure food and beverages are delivered to clients in a timely manner Manage the activities of colleagues providing services to clubs and lounges Assist clients with technology provided in clubs and lounges, ensuring a seamless experience Reserve meeting rooms for same-day travel demands and coordinate services for meetings Complete opening and closing procedures for clubs and lounges, ensuring a smooth operation Address elevated client concerns or issues, providing a resolution in a timely and professional manner Conduct alcohol inventory reviews with beverage colleagues at select airports Monitor KeyStar system to coordinate proper services for clients, such as government officials and OneWorld partners Essential Qualifications and Skills To succeed in this role, you will need: A Bachelor's degree from an accredited institution Bilingual language skills in certain locations The ability to pass FAA criminal history checks to qualify for unescorted access to airport security ID display areas (SIDA), if applicable The ability to obtain proper airport authority and/or US Customs security identifications, if relevant Excellent customer service and client engagement skills in a fast-paced environment The ability to work under pressure, handling multiple tasks simultaneously while maintaining attention to detail and customer focus Strong charisma and communication skills, with the ability to connect effectively with all levels of management and public contact Leadership-oriented and self-motivated with a high level of professionalism Willingness to attend training courses in Dallas/Fort Worth, Texas Previous customer hospitality experience is strongly preferred A well-groomed and professional appearance Excellent communication skills Previous tourism industry experience is preferred PC experience is preferred Strong organizational and administrative skills required The ability to work irregular and/or extended hours, including weekends and holidays Responsiveness to manage on a regular and timely basis What You'll Get At American Airlines, we offer a comprehensive benefits package that includes: Medical benefits: On day one, you'll have access to health, dental, prescription, and vision benefits to help you stay healthy Wellness programs: We want you to be your best self, which is why our wellness programs provide you with the right tools, resources, and support 401(k) program: Available upon hire, with employer contributions available after one year, depending on the workgroup Additional benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, travel, and more Be Yourself at American Airlines At American Airlines, we value diversity and inclusion, and we're committed to creating a workplace that is welcoming and inclusive for all. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating a workplace that is inclusive and respectful. Ready to Make a Difference? If you're passionate about delivering exceptional customer experiences and are looking for a career that offers growth, development, and excitement, we want to hear from you. Join our team as a Premium Customer Service Representative and be part of the world's largest carrier, making a difference in the lives of our clients and colleagues alike. Apply now and take the first step towards an exciting and rewarding career with American Airlines!