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 Customer Service Representative role is part of the Heathrow team within the Customer Services Department. The role is responsible for ensuring a seamless experience for our customers. You will be expected to have an understanding of all the customer transfer areas, as well as sound knowledge of Customer Service processes at check-in, the gates areas and flight connections. On a day-to-day basis, you will take instruction from the Team Leaders and will be assigned to any customer service area to support.

What you'll do

• Provide a consistently high-quality customer service ensuring a seamless transfer experience at all contact points.
• Perform a limited range of airport related duties and be prepared to support in any customer service area as required.
• Support the safe passage of unaccompanied minors from check-in and transfer areas to the gates team, following company procedures for minors.
• Act in the role of Customer Service Representative at key hosting points throughout the terminal, greeting and assisting all our customers and ensuring a warm welcome to American Airlines.
• Act as a ‘close out’ representative when needed to protect the integrity of our departures. • Assist with IROPs when needed.
• Assist with lost property matters as needed.
• Assist with ad hoc requests to escort VIPs not covered by Premium Services, including our VIP etcs.
• Conduct any relevant administrative duties.
• Represent American Airlines by adhering to the uniform standards and by adopting a customer focused approach at all times.
• Promote and portray customer service and products to our customers.
• Attend and successfully complete all compulsory training by given deadlines (e.g., SAI and DG). Adhere to and promote safe working practices all times.
• Carry out any other reasonable duties consistent with the post.

All you'll need for success

• Excellent interpersonal skills.
• Ability to communicate both written and verbally to a high standard.
• A solution orientated approach.
• Confident, self-motivated, and enthusiastic.
• A strong customer focus and enjoy face to face contact with customers.
• Ability to resolve conflicts within time constraints and without losing control.
• Ability to handle stress effectively and work with minimum supervision.
• Well-groomed appearance
• Joy in working in a fast-paced, diverse, and dynamic environment.
• Be willing and able to work in a shift environment (including weekends, bank, and public holidays).
• Be willing and able to complete all relevant training including GSAT and relevant SABRE lessons.
• Reliable and punctual. Desirable
• Computer knowledge including Microsoft Word, Excel, and email.
  

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.