Premium Customer Service Representative Part Time

American Airlines is seeking Part Time Premium Customer Service Representative at the John F. Kennedy International Airport.

The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement. 
CWA-IBT Team Members should utilize the transfer system to apply - submit a PCSR Application and a Transfer request for this job - https://transfer.aa.com/
CWA-IBT Team Members must pass a panel interview within the last 3 years or re-panel. 

This job will continue to be posted until at least 01-04-24. If interested please apply 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 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. Starting Pay is $19.00 per hour.

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.

• Provide premium customer service to all customers
• Register customers and verify their access to club(s) and/or lounge(s) 
• Greet customers by completing all guest experience items (e.g., greet customers using their name when possible, ensure name tag is visible, provide WIFI password, ask how you can assist)
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK]) All
• Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
• Issue customer tickets (e.g., day of departure, reissues, future tickets)
• Cancel passenger reservations, as requested
• Place customers on priority lists (e.g., upgrades, standby)
• Provide timely resolution of customers’ travel issues
• Contact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as needed
• Document customer issues in the passenger name record (PNR)
• Perform club enrollment or sales activities (e.g., Admiral’s Club, credit card memberships)
• Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
• Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminals
• Assist customers with their baggage, as needed
• Monitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Communicate with business partners to ensure food and beverages are provided to club and/or lounge customers at all times
• Oversee the activities of business partners providing services (e.g., catering, sanitation) to the club(s) and/or lounge(s)
• Assist customers with technology provided in the club(s) and/or lounge(s)
• Reserve conference rooms (e.g., 1 hour) for same-day travel requests
• Coordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)
• Complete open or close procedures for club(s) and/or lounge(s)
• Address escalated customer issues or concerns
• Conduct liquor inventory audit with beverage business partner (at some airports)
• Monitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar) (at some airports)
• Report 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 company policies, procedures, and performance standards
• Wear uniforms as required by company policy