American Airlines Customer Service Representative

American Airlines Customer Service Representative Job Description & Interview

Job Description and Duties

What Does a American Airlines Customer Service Representative Do?
American Airlines routinely hires entry-level customer service representatives at over 250 airports worldwide. Customer service representatives interact directly with travelers and work to ensure smooth arrival and departure processes. Employees primarily greet passengers, handle airline-related inquiries, and resolve customer issues.

Are There Any Added Duties?

Additional responsibilities include directing travelers to terminals and affirming airport policies. Customer service workers regularly utilize computer programs to fulfill guest requests and other job duties. American Airlines offers part-time and full-time customer service jobs and may require employees to work irregular or extended hours based on peak travel times.

Hiring Requirements

The entry-level position carries several character qualifications and few formal education requirements. Minimum hiring age for American Airline customer service representatives stands at 18 years. Applicants must hold a high school diploma or GED. Customer service workers at certain airports may need to demonstrate bilingual skills.

Salary and Compensation

How Much Do They Get Paid?

Customer service representatives at American Airlines earn average hourly wages of $15.06. The pay rate varies between $9.00 and $30.00 per hour. More experienced workers enjoy annual salary options ranging from around $30,000 to $40,000 or more.

What Other Benefits are Offered?

In addition to competitive wages, qualified employees enjoy generous benefits packages featuring comprehensive medical coverage, life insurance, 401(k) retirement plans, and profit sharing. American Airlines encourages career advancement with job training options available both online and in the classroom. The airline also offers discounted and complimentary travel arrangements for eligible workers.


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American Airlines Ticket Counter Agent Interview Video

Video Transcript

Interviewer: Please describe your job title and primary duties.
American Airlines Ticket Agent: As a ticket counter agent, you are checking people in. They will be purchasing tickets from you. You will alter tickets, if they want to change their route on an existing ticket. And you will be doing reroutes for people that their flight was cancelled from your airline or any other airline.

Interviewer: What was your favorite part about working there?
American Airlines Ticket Agent: One of my favorite parts was the benefits, because you had, if not free, reduced airfare. When you would travel to places, you would also have reduced hotel rooms and activities you would want to do in those cities. You always got airline discounts, so that was one of my favorite things about it.

Interviewer: How would you describe the application and interview process?
American Airlines Ticket Agent: The interview process was an open interview. They would have a conference room at a hotel, and everybody would sit in a huge circle. They would go around the room, and you would have to talk about yourself, say who you were and something about yourself. After that, they would be observing your personality and if you were outgoing to see if you had good customer service skills. After that, we were excused from the room, and we would come back a half hour later. And if your name was on the list, you would continue to the next part, which was more of a one-on-one interview. And from there, some people got chosen to maybe do typing tests. But it was basically a couple hours in a hotel room for the initial interview process.

Interviewer: What questions did the interviewer ask during the job interview?
American Airlines Ticket Agent: Mostly probably about your customer service skills and how you would deal with an angry customer who’s… maybe their flight just got cancelled or delayed. Basically, that was the main question – how you would deal with customers. Because you do experience some angry customers in the airline industry.

Interviewer: What set you apart from other candidates?
American Airlines Ticket Agent: I feel like the initial interview when we had to talk about ourselves, I felt like I was very positive and outgoing, and that they could tell that I love to be around other people. I feel that probably set me apart, just being very positive and outgoing.

Interviewer: What other advice would you give to a job seeker looking to gain employment?
American Airlines Ticket Agent: I would say it’s a great experience, but you have to be willing to work holidays, especially when you’re first hired. Because all the airlines, it’s all about seniority. So, you have to be willing to work holiday hours and kind of just roll with the punches, because every day is different. If you can get by that, it was a great experience.

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