Customer Service Agent – Full Time | American Airlines | San Francisco International Airport (SFO)

📍 Location: San Francisco International Airport (SFO)
🕓 Position Type: Full-Time
💼 Starting Pay: $21.46/hour
📅 Apply By: May 16, 2025
📌 Union Role: Covered under the CWA-IBT Collective Bargaining Agreement

Ready to launch your career with one of the world’s largest airlines? Join American Airlines as a Customer Service Agent and become the face of our operation at San Francisco International Airport. Travel perks, great benefits, and career advancement await!

About the role:

As a Customer Service Agent, you will be the first point of contact for travelers — helping them with check-in, ticketing, boarding, and resolving travel issues. Whether you’re assisting during a flight delay or rebooking a connection, your mission is to deliver a world-class passenger experience every day.

🧭 Key Responsibilities:

Core responsibilities include:

• Assist customers with check-in, rebooking, ticketing, and flight changes

• Perform passenger boarding, jet bridge operation, and departure gate announcements

• Help with international documentation checks and customs processes

• Issue vouchers for hotel, transportation, and meals when needed

• Tag and process checked baggage, including kiosk and counter services

• Provide special assistance for non-ambulatory passengers and unaccompanied minors

• Support flight close-out and use systems like Sabre or similar for flight operations

• Ensure compliance with FAA, TSA, DOT, and airport regulations

• Wear required uniform and maintain a professional appearance

🛫 Additional Duties May Include:

• Control tower communication and flight coordination (depending on airport size)

• Support international arrivals with baggage recheck and documentation delivery

🎓 Qualifications:

Minimum Requirements:

• High school diploma or GED

• Authorized to work in the U.S.

• Must pass background check, drug screening, and fingerprinting

• Valid driver’s license (if required by local authority)

• Ability to obtain SIDA badge and airport security clearance

Preferred Qualifications:

• Prior face-to-face customer service experience

• Working knowledge of Sabre or another airline reservation system

• Comfortable in fast-paced, high-pressure environments

• Bilingual language skills are a plus

💼 Benefits:

American Airlines offers a comprehensive benefits package from Day One:

• ✈️ Travel Perks for you and eligible family/friends – fly to 365+ destinations!

• 🏥 Health, Vision, and Dental insurance

• 💳 401(k) with potential employer contribution (after 1 year)

• 🧘‍♂️ Wellness programs and virtual doctor visits

• 🐾 Optional Pet Insurance

• 🛳️ Discounts on hotels, rental cars, cruises, and more

🤝 Diversity & Inclusion at American:

At American Airlines, diversity fuels innovation. Our 20+ Employee Business Resource Groups promote inclusivity and ensure that every team member thrives. We believe that when you’re free to be yourself, you soar even higher.

📌 Important Notes:

• This position is union-represented; existing CWA-IBT members must apply via the internal transfer portal.

• Application deadline: May 16, 2025.

• Interview travel or relocation costs are the responsibility of the candidate.

✅ CV Tips for Applicants:

• Highlight past customer-facing roles in fast-paced environments (airports, retail, hospitality).

• List technical systems you’ve worked with (e.g., Sabre, kiosk systems, POS).

• Mention any foreign language proficiency or multicultural service experience.

• Emphasize adaptability, teamwork, and problem-solving under pressure.

• If you have previous airport security clearance or transportation knowledge, be sure to include that.

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