Job Description
American Airlines is seeking Full Time Premium Customer Service Coordinatorat Philadelphia International Airport
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
Benefits and Offers
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.
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.
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.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Your main responsibilities in this role include the following:
Duties and Responsibilities
Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
Provide premium customer service to all customers
Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK])
Register customers and verify their access to club(s) and/or lounge(s)
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)
Monitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
Communicate with business partners to ensure food and beverages are provided to club and/or lounge customers at all times
Perform club enrollment or sales activities (e.g., Admiral’s Club, credit card memberships)
Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
Monitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar) (at some airports)
Wear uniforms as required by company policy
Adhere to government regulations (e.g., DOT, FAA, TSA)
Use multiple internal resources/systems, including during customer interactions
Place customers on priority lists (e.g., upgrades, standby)
Provide timely resolution of customers’ travel issues
Contact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as needed
Document customer issues in the passenger name record (PNR)
Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminals
Assist customers with their baggage, as needed
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)
Reserve conference rooms (e.g., 1 hour) for same-day travel requests
Complete open or close procedures for club(s) and/or lounge(s)
Address escalated customer issues or concerns
Conduct liquor inventory audit with beverage business partner (at some airports)
Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
Coordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)
Complete job-relevant trainings
Adhere to company policies, procedures, and performance standards
Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
Issue customer tickets (e.g., day of departure, reissues, future tickets)
Cancel passenger reservations, as requested
Job Details
Company: American Airlines
Employment Type: Full-time
Job Location: Philadelphia, PA, USA
