Premium Customer Service Coordinator Full Time

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 Coordinator (PCSC) will be responsible for the overall performance within the PCSC work area. In addition, the PCSC is a working member of the Premium Customer Services Group. PCSCs may be required to lead and direct the work of other employees

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.

• Contact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as needed
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK]) All
• Coordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)
• Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
• Complete daily shift reports to advise and inform other coordinators of club and/or lounge activities
• Conduct liquor inventory audit with beverage business partner
• Complete job-relevant trainings
• Register customers and verify their access to club(s) and/or lounge(s)
• Monitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Provide premium customer service to all customers
• Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Train employees regarding the operations and norms of the customer service club(s) and/or lounge(s)
• Address escalated customer issues or concerns
• Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminals
• Monitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar)
• Evaluate and address staffing needs based on volume and irregular operations
• Assist customers with their baggage, as needed
• Provide timely resolution of customers’ travel issues
• 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)
• Issue customer tickets (e.g., day of departure, reissues, future tickets)
• 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)
• Oversee the scheduling for all agents working in club(s) and/or lounge(s)
• Complete open or close procedures for club(s) and/or lounge(s)
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
• Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
• Communicate with business partners to ensure food and beverages are provided to club and/or lounge customers at all times
• Document customer issues in the passenger name record (PNR)
• Reserve conference rooms (e.g., 1 hour) for same-day travel requests
• Oversee the performance and appearance standards of all agents working in club(s) and/or lounge(s)
• Perform club enrollment or sales activities (e.g., Admiral’s Club, credit card memberships)
• Place customers on priority lists (e.g., upgrades, standby)

What you'll do (cont.)

• Use multiple internal resources/systems, including during customer interactions
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• Adhere to company policies, procedures, and performance standards
• Wear uniforms as required by company policy
• Conduct transport check to ensure safe and timely transfers

• Reasonable accommodations may be made for qualifying individuals with disabilities

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Prior travel industry experience preferred
• Ability to work irregular and/or extended hours, including weekends and holidays
• PC experience preferred
• Ability to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer service
• Able to attend training classes in Dallas/Fort Worth, Texas
• Maintain a well-groomed and professional appearance
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must report to work on a regular and timely basis
• Service-oriented and self-motivated with a high level of professionalism
• Bilingual language skills required in some locations
• Strong organizational and administrative skills required
• Excellent communication skills
• Excellent salesmanship skills/interpersonal skills with ability to interact effectively with all levels of management and public contact
• Prior customer hospitality experience strongly preferred
• High school diploma or GED
• Must be able to read, write, fluently speak and understand the English language
• Actively demonstrate extraordinary customer service and customer engagement in an environment of hospitality

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• 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.
• 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.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.