American Airlines is seeking a dedicated Customer Service Agent to join our dynamic team in Los Angeles, CA. This full-time role is pivotal in providing outstanding support to millions of passengers annually, directly contributing to our reputation as a leader in the aviation industry. By resolving inquiries and enhancing traveler experiences, you'll help drive customer loyalty and operational excellence across our global network. In this position, you'll handle a high volume of customer interactions daily via phone, email, chat, and in-person at LAX terminals. Key responsibilities include assisting passengers with flight bookings, changes, cancellations, and baggage issues, ensuring accurate information delivery and quick resolutions. You'll monitor flight statuses, coordinate with gate agents and crew for real-time updates, and process refunds or compensations according to company policies. Weekly tasks involve reviewing customer feedback reports, identifying trends, and suggesting service improvements during team huddles. Monthly, you'll contribute to performance metrics analysis, aiming for targets like 95% first-contact resolution and under 2-minute average handle time. Collaboration is essential with operations, maintenance, and ground crews to address disruptions swiftly. You'll also train new hires on service protocols and handle escalated complaints from VIP customers, fostering a supportive team environment. Candidates must have a high school diploma or equivalent, with at least one year of customer service experience in hospitality, retail, or aviation preferred. Familiarity with airline reservation systems like Sabre or Amadeus is a plus, along with proficiency in Microsoft Office and CRM tools. Strong bilingual skills, especially Spanish, are advantageous for our diverse LA clientele. No specific certifications are required, but completion of FAA or airline-specific training will be provided upon hire. Prior experience in fast-paced environments ensures you can thrive under pressure. Success demands exceptional communication skills, both verbal and written, to de-escalate tense situations empathetically. Problem-solving prowess and multitasking abilities are crucial amid peak travel periods. You'll exhibit cultural sensitivity, teamwork, and a customer-first mindset, adapting quickly to policy changes and technology updates. Attention to detail prevents errors in sensitive data handling, while resilience maintains positivity during delays or irate interactions. American Airlines, one of the world's largest airlines, connects over 350 destinations with a commitment to safety, innovation, and superior service. Our Los Angeles hub thrives in a collaborative culture emphasizing employee growth, diversity, and work-life balance. Join a team where your contributions fuel our mission to care for people on life's journey through safe, predictable, and affordable air travel. We offer competitive compensation, though salary details are not specified at this time, paired with comprehensive benefits including medical, dental, and vision insurance, 401(k) matching, and flight privileges for employees and family. Enjoy generous PTO, flexible scheduling, wellness programs, and tuition reimbursement to support your professional journey. Advance your career through internal promotions to supervisory roles, specialized training in airline operations, and leadership development programs. Ready to soar? Apply now via our careers portal and take the first step toward an exciting future with American Airlines.