The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement.
The Premium Customer Services Representative is an ambassador of American Airlines, providing superior hospitality, excellent customer service, extensive ticketing and problem resolution for our most valuable customers in all areas covered by the Premium Customer Services organization. Premium Customer Services Representatives provide enhanced, extraordinary services in a positive, enthusiastic, courteous and friendly manner to all customers and guests.
Responsibilities include comprehensive domestic and international ticketing functions, boarding pass issuance, seat assignments, upgrades, day of and future date ticketing, managing guest needs during off-schedule operations (IROPS) including rerouting travel itineraries, providing operational support which may include meeting customers and assisting with connecting flights and boarding, promoting Admirals Club memberships and renewals, thorough knowledge of all club and lounge membership and access policies, proactively mitigating customer service failures and deficiencies, and assisting guests in all areas of Premium Customer Services.
Premium Customer Services Representatives are expected to take ownership, go above and beyond to surprise and delight guests, know where to find answers and offer the right solution to guests at the right time, engage with guests in a caring and personalized manner, utilize opportunities to sell and market all products, services and membership types, remain current on policies and procedures, products, services, features, and marketing promotions, complete required training through all mediums (instructor-led and web-based), help maintain a clean and professional work environment and strive to achieve and support department goals and objectives.
* Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate.
Nearest Major Market: Houston
Job Segment: Customer Service Representative, Customer Service