Airport Customer Service Instructor

5d5 days ago

American Airlines

Fort Worth, US · Full-time · $60,000 – $85,000

About this role

Join the American Airlines family as an Instructor in Airport Customer Service, part of the Customer Planning Team within the Customer Experience Division. Coordinate the delivery and facilitation of training programs. Assist with training project coordination, including logistics planning, implementation, and communication with students and stakeholders.

Conduct initial, recurrent, and operational training programs for airport customer service. Supervise students during training, including performance assessments. Ensure students receive proper certification upon course completion.

Stay up-to-date on all policies and procedures related to Airport Customer Service job functions. Update and maintain current course curricula for accuracy. Develop positive working relationships with corporate departments and station personnel.

Support special projects and programs as requested by customers. Complete personal expense reports timely and accurately. Work flexible shifts including days, nights, weekends, holidays, with frequent domestic and international travel.

Explore a world of possibilities, travel globally, grow expertise, and advance your career while enriching personal and work life. Access travel perks, health benefits from day one, wellness programs, 401(k), and more.

Requirements

Bachelor's degree or equivalent airline Customer Service Agent experience
Knowledge of QIK CHK on Sabre, NetTracer, and other Passenger Service Programs
Strong experience in the area of airport customer service job functions
Knowledge of all aspects of Airport Customer Service Policies and Procedures
Ability to effectively communicate both verbally and written with all levels within the organization
Ability to fulfill FAA criminal background checks for unescorted access to SIDA
Applicable valid driver’s license as required by local authorities

Responsibilities

Conduct initial, recurrent, and operational training programs
Supervise students while in training including performance assessments
Remain up-to-date on all policies and procedures related to Airport Customer Service job functions
Ensure students are given proper certification for course completion
Update and maintain current course curricula to ensure content is up to date and accurate
Support and participate in special projects/programs as requested by customers
Develop positive working relationships with corporate departments and station personnel
Work days, nights, weekends, and holidays with frequent domestic and international travel

Benefits

Travel Perks: Reach 365 destinations on more than 6,800 daily flights for you, family, and friends
Health Benefits: Day one access to health, dental, prescription, and vision benefits plus virtual doctor visits
Wellness Programs: Tools, resources, and support to be the best version of yourself
401(k) Program: Available upon hire with employer contributions after one year depending on workgroup
Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises