Customer Assistance Representative - Full Time (Remote)

Are you ready to explore a world of possibilities, both at work and during your time off? Join our 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!
What You'll Do
These are the essential functions of the job

• Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• Use multiple internal resources/systems, including during customer interactions
• Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement
• Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
• 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 checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
• Adhere to company policies, procedures, and performance standards
• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
• Refer customers to customer service agents when appropriate
• Provide quality customer service in a professional manner in accordance with our guidelines
• Providing customers with gate information and directions
• Communicating with IT about kiosk technology issues that require additional servicing
• Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
• Assisting unaccompanied minors with boarding, deplaning, or other transportation
• Accepting and activating customers’ self-tagged baggage at the activation station
• Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures
• 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
• Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
• Greeting customers when they enter the airport or arrive in the ticket area
• Troubleshooting kiosk technology issues to identify the source of issues or errors
• 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)
• Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
• Wear uniforms as required by company policy
• Performing clearance and verification of documents at kiosks

What You'll Get

• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
• 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.
• 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.