About the position

American Airlines is seeking Full Time Customer Assistance Representative at the Denver 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. This job will continue to be posted until at least 08-29-25. If interested please apply prior to this date.

Responsibilities

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

Requirements

• High School diploma or GED or international equivalent
• Must be 18 years of age or older
• Read, write, fluently speak and understand the English language
• Bilingual language skills may be required in some locations
• Applicable valid driver's license as required by local authorities
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Must be authorized to work in the U.S.

Nice-to-haves

• Working knowledge of Sabre or any other Passenger Service System
• Previous face to face Customer Service experience
• Working in a fast pace environment

Benefits

• Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network
• Health Benefits: Access to health, dental, prescription and vision benefits from day one
• Wellness Programs: Support for personal well-being
• 401(k) Program: Available upon hire with employer contributions after one year
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more