Premium Customer Service Representative Part Time

American Airlines is seeking Part Time Premium Customer Service Representative at the Miami International Airport.
The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement.
If you are a member of CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. Please go to https://transfer.aa.com and submit a transfer request
This job will continue to be posted until at least 05-16-23. If interested, please apply prior 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
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.

• Use multiple internal resources/systems, including during customer interactions
• Assist customers with technology provided in the club(s) and/or lounge(s)
• Contact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as needed
• Communicate with business partners to ensure food and beverages are provided to club and/or lounge customers at all times
• Monitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar) (at some airports)
• Cancel passenger reservations, as requested
• Address escalated customer issues or concerns
• Reasonable accommodations may be made for qualifying individuals with disabilities.
• Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Place customers on priority lists (e.g., upgrades, standby)
• Conduct liquor inventory audit with beverage business partner (at some airports)
• Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
• Monitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• Coordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)
• Issue customer tickets (e.g., day of departure, reissues, future tickets)
• Perform club enrollment or sales activities (e.g., Admiral’s Club, credit card memberships)
• 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)
• Complete open or close procedures for club(s) and/or lounge(s)
• Adhere to company policies, procedures, and performance standards
• Provide timely resolution of customers’ travel issues
• Document customer issues in the passenger name record (PNR)
• Complete job-relevant trainings
• Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
• Assist customers with their baggage, as needed
• Register customers and verify their access to club(s) and/or lounge(s)
• Reserve conference rooms (e.g., 1 hour) for same-day travel requests
• Oversee the activities of business partners providing services (e.g., catering, sanitation) to the club(s) and/or lounge(s)
• Provide premium customer service to all customers
• Wear uniforms as required by company policy
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
• Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminals
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK]) All

All you'll need for success
Minimum Qualifications- Education & Prior Job Experience

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

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.

• Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate