Bilingual Customer Service Agent - Italian Speaker

Overview

Bilingual Customer Service Agent Full Time - Italian Speaker Required at Charlotte Douglas International Airport. Posting

Start Date:

1/21/26. American Airlines is seeking a Bilingual Full Time Customer Service Agent - Italian Speaker Required. The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement. If you are a member of the CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. Please go to  and submit a transfer request.

This job will continue to be posted until at least 02-20-26. If interested please apply prior to this date.

The Customer Service Agent interacts with customers in a courteous, efficient, friendly and professional manner. Starting pay is $20.64 per hour.

• These are the essential functions of the job. There may be additional essential functions (and non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed when operationally necessary, observing any legal obligations including any collective bargaining obligations.
• Issue, reissue and refund passenger tickets
• Book, ticket and confirm flight reservations
• Rebook passengers on oversold flights and during irregular operations
• Perform passenger check-in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
• Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals and transportation; coordinate refuel and refresh
• Perform passenger boarding, including ticket lift and/or boarding pass lift/verification
• Operate gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria
• Operate jetways/bridges for purposes of boarding and deplaning passengers
• Make boarding and departure gate announcements
• Deliver domestic/international flight documents
• Perform passenger service flight close-out procedures
• Accept, check and tag passengers’ baggage at resolution centers, full-service ticket counters, and first class ticket counters
• Maintain timeline of flight boarding process
• Perform customer service on the job training
• Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations
• Assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters
• Queue lines at ticket counter kiosks and ticket counters
• Clear/verify international documents at kiosk in the ticket counter area and activation stations
• Accept and activate passengers’ self-tagged bags at activation stations
• Assist customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors
• Perform customer service work associated with handling regional flights and contractor/ground handling agreements or contracts
• Have regular and predictable attendance on site, including satisfying any mandatory overtime requirements
• Respond and assist during security and/or emergency situations
• Provide connecting passengers with gate information
• Provide quality customer service in a professional manner and in accordance with American’s guidelines
• Adhere to company policies, procedures, and performance standards
• Complete job-relevant trainings
• Adhere to government regulations (e.g. DOT, FAA, TSA)
• Use multiple internal resources/systems including during customer interactions
• Wear uniforms as required by company policy

* Reasonable accommodations may be made for qualifying individuals with disabilities.

Depending on your airport size, you may also do the following:

Perform Passenger Operation Control functions including air-to-ground communication as well as Tower functions; assist international passengers through customs/immigration, including baggage recheck; deliver boarding passes, international flight documents and customs/immigration forms.

Minimum Qualifications - Education & Prior Job Experience

• High school diploma or GED or international equivalent
• Bilingual language skills required in some…