American Airlines Employment – Premium Customer Service Coordinator

Website American Airlines

Job Description:

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

Job Responsibilities:

  • Premium Customer Services instruction and training of employees
  • Resolving customer complaints and performing any other airport work where so directed
  • The supervisor and administrative responsibilities of PCSCs listed above are also performed by other Company employees
  • The PCSC may serve as the primary manager delegate and shares responsibility for the overall performance of the department in conjunction with the department leader
  • The Premium Customer Services Group is responsible for servicing premium customers (ConciergeKey, Five Star Service, Executive Services and International Premium) and lounge guests at Admirals Club lounges, Flagship Lounges, Flagship Check-In locations, business centers or other areas within the airports established to service the Company’s premium customers
  • Providing verbal coaching to employees related to their performance
  • Providing verbal and/or written input to management regarding the overall or individual employee performance of the workforce within their work area
  • Temporarily resolving extreme personnel emergencies when management is not present or available, to include sending employees home pending management investigation and action
  • Performing reasonable and customary administrative duties

Job Requirements:

  • Excellent salesmanship skills/interpersonal skills with ability to interact effectively with all levels of management and public contact
  • Service-oriented and self-motivated with a high level of professionalism
  • Able to attend training classes in Dallas/Fort Worth, Texas
  • Maintain a well-groomed and professional appearance
  • Excellent oral and written communication skills, leadership, initiative and judgment
  • Strong organizational and administrative skills required
  • Ability to work irregular and/or extended hours, including weekends and holidays
  • Able to lead and motivate employees in working as a team
  • High School diploma or GED
  • Must be able to read, write, fluently speak and understand the English language
  • Bilingual language skills required in some locations
  • 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
  • Actively demonstrate extraordinary customer service and customer engagement in an environment of hospitality
  • Ability to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer service

Job Details:

Company:  American Airlines

Vacancy Type:  Full Time

Job Location: Honolulu, HI, US

Application Deadline: N/A

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