Customer Service Agent

American Airlines is seeking Full Time Customer Service Agent at the Cleveland Hopkins International Airport.
The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement.
If you are a member of 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 01-22-26. If interested please apply prior to this date.

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Feel free to enrich both your personal and work life and hop on board!

The Customer Service Agent interacts with customers in a courteous, efficient, friendly and professional manner. Starting pay is $19.64 per hour.

• These are the essential functions of the job
  This list is intended to reflect the current job but 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, of course, 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 carry‑on 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…