Experienced Full Stack Customer Support Representative – Premium Services for American Airlines

About American Airlines American Airlines is one of the world's largest and most respected airlines, with a rich history of innovation and customer service excellence. As a leader in the aviation industry, we pride ourselves on providing exceptional travel experiences for our customers, while also fostering a culture of diversity, equity, and inclusion within our organization. Our commitment to excellence is reflected in our mission to 'connect the world to the possibilities of flight,' and we're excited to invite you to join our team as a Premium Services Representative. Job Summary We're seeking an experienced and customer-focused individual to join our team as a Premium Services Representative. As a key member of our customer support team, you will be responsible for providing exceptional service to our most valued customers, ensuring their travel experiences are seamless and memorable. This is a full-time, remote opportunity with a competitive hourly rate of $25. Key Responsibilities As a Premium Services Representative, you will be responsible for: Providing premium customer service to all clients, including welcoming clients, registering them for club(s) and lounge(s), and confirming their access to these facilities. Booking and confirming flight reservations, including using semi-automated business review systems and Qantas Smart Keypad. Checking in premium clients for their flights, including flight changes, rebooking, and identification confirmation. Monitoring flights to identify boarding times, delays, or disruptions and providing the best possible service to clients. Issuing client tickets, including day-of-flight, reissues, and future tickets. Canceling traveler reservations, as requested. Adding clients to priority records, including upgrades and standby. Providing convenient resolution of clients' travel issues. Escalating complex client issues to higher levels of customer support, as necessary. Archiving client issues in the traveler name record (PNR). Performing club enrollment or sales activities, including Admirals Club and credit card enrollments. Coordinating all services provided to premium status clients, including Attendant Key program and Five Star service. Assisting first-class status clients, including Attendant Key and Five Star individuals, as they move through terminals. Assisting clients with their luggage, as necessary. Monitoring or maintaining the presence of lounges or clubs, including through direct observation or walk-throughs. Communicating with colleagues to ensure food and drinks are provided to club and lounge clients consistently. Managing the activities of colleagues providing services, including food and beverage, to the lounges or clubs. Assisting clients with technology provided in the lounges or clubs. Reserving gathering rooms (e.g., 60 minutes) for same-day travel demands. Coordinating services for any gatherings happening in gathering rooms, including food for the gatherings. Completing open or close procedures for lounges or clubs. Addressing escalated client issues or concerns. Leading alcohol stock review with drink colleague (at certain airports). Monitoring KeyStar system to coordinate proper services for clients (e.g., government officials, OneWorld, Attendant Key, Five Star) (at certain airports). Requirements To be successful in this role, you will need: A bachelor's degree. Bilingual language skills, as required in certain areas. To satisfy FAA background checks to qualify for unescorted access badges to airport security ID display areas (SIDA), if applicable. To obtain necessary airport power and US Customs security identifications, if relevant. To exhibit exceptional customer service and commitment to customer satisfaction in a fast-paced environment. To work under pressure, handle multiple tasks simultaneously, and provide close attention to detail and customer service. Excellent interpersonal skills, with the ability to communicate effectively with all levels of management and public contact. Service-oriented and self-motivated, with a high degree of professionalism. Ability to attend training courses in Dallas/Fort Worth, Texas. Previous customer service experience, preferably in the travel industry. Computer experience, preferably in a customer service environment. Strong organizational and management skills, with the ability to work irregular and extended hours, including weekends and holidays. Ability to answer to manage a normal and convenient schedule. What We Offer As a Premium Services Representative with American Airlines, you will enjoy a range of benefits, including: Competitive hourly rate of $25. Medical, dental, prescription, and vision benefits, as well as virtual doctor visits, flexible spending accounts, and more. Health programs, including access to fitness centers, wellness programs, and employee assistance programs. 401(k) program, with employer contributions available after one year. Additional benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more. Join Our Team At American Airlines, we're committed to creating a workplace that's inclusive, diverse, and supportive of our colleagues' growth and development. We believe that our colleagues are the foundation of our success, and we're excited to invite you to join our team as a Premium Services Representative. If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding career opportunity, we encourage you to apply today!