CSS160: Customer Service Communication - Capstone Project Part 1

Preparing for a Job Interview

The goal of this capstone project is to help you build key professional communication skills and experience
that will help you find your next job and/or advance your career. For each part, you will be preparing
materials you can use to develop and showcase your business communication and customer service skills and
strengths. Then, in the capstone presentation, you will share highlights of your Capstones 1-2 and present
your Capstone Parts 3-4 with the class.

Capstone Project Part 1 Description:

1. Search for customer service jobs that interest you on LinkedIn Jobs, Indeed.com, SimplyHired.com,
Monster.com, theladders.com, or Idealist.com. Choose a job that interests you (in any geographic area),
and include the link in your assignment response, and download or copy and paste the job description
into your assignment response.

2. Highlight the key phrases describing job functions and qualifications in the description. You will be using
these to prepare responses to interview questions for this project.

3. Go to the company website (include the link in your response) and/or LinkedIn page, read the
company’s mission and the “About” page. Write down 3 things that interested you or made you feel
more certain you would like to work for this organization.

4. Watch one or both of following videos about how to answer the question, “Why do you want to work
for us?” and then write or submit your audio or video response to this question. Your response should
talk about the company and how you and your strengths fit the company and position.
 3 strategies to answer this question: https://youtu.be/MUt6d-D_KXg
 How to Prepare Your Answer + 3 Example Responses: https://youtu.be/AdKk5Qf_GUg

Submit your work from each of the 4 parts above to Capstone Project Part 1 in Moodle.
 Capstone Project Part 1 Description:
1. Search for customer service jobs that interest you on LinkedIn Jobs, Indeed.com, SimplyHired.com,
Monster.com, theladders.com, or Idealist.com. Choose a job that interests you (in any geographic area), and
include the link in your assignment response, and download or copy and paste the job description into your
assignment response.
Ans) Job Link (Customer assistance representative) for American airlines-
https://www.indeed.com/viewjob?
jk=e5703f6b619552bf&tk=1fcr356c2t4me800&from=serp&vjs=3&advn=2737927152988758&adid=273586419&a
d=-6NYlbfkN0ARuMejnvKEd4cUpc0c9rSWr0lG7Ey6gK7JpaAb36G3uuq7_Kd-X-NKkeE9v87DReAoo-
VjBM_Mu08SZIkP7pqAsIIGbAk4HVea4h0iiT22iyalwaBLuQEeQWVvMs2Sc_kv1lI463UKrIxE8Pz9VgF4k-
__02BkB0d3w5lz39TXHhfaK81HBeUsZ_OVi-aSh5jPd6RtLJLfaLD7cvzAJqsjVOjod-
XynPIEzGM0nkZlPilktD8WTff9QH68S2MJFEZiZ6DabLHGtCKSW5XCjDuycdMP8FZ1-
Bq3rHBo0w19v__jGX3Egr7NkBnkEhgUso4zT7qIs-tZVJvQEnBiPJ99eBqrUN-
vrnM4s6tvEeD_3IPKUcYhiUSanOlC_zHRtFnvtOZeg2PB6A==&sjdu=i6xVERweJM_pVUvgf-
MzufU7NYnZVeF3nqsxIH9cA4k8rSRweZ1JJQRgGU0GOQAcNWp5AlkJDjmaUdPk24lWeHKdRU7fD5TNpzgDE7F0Iod
THCxsVnccqA71B3xyK4qH

Job Description-

Full Job Description

American Airlines is seeking Full Time Customer Assistance Representatives at the Boston Logan 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 https://transfer.aa.com and submit a transfer request Intro
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! Why you'll love
this job

The Customer Assistance Representative interacts with customers in a courteous, efficient, friendly and professional
manner: What you'll do
Accepting, checking and tagging customers’ baggage at kiosks
Processing and completing credit card baggage transactions at kiosks
Assisting customers with self-service kiosk check-in and kiosk baggage processing
Queuing lines in ticket counter areas
Accepting and activating customers’ self-tagged baggage
Performing clearance and verification of documents at kiosks
Possibly performing additional related duties as deemed operationally necessary by management in with the
collective bargaining agreement
Work shifts that include irregular and/or extended hours, weekends and holidays
The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement, and the
starting pay is $16.99 per hour

Click to see what it’s like to be part of the Customer Service team! All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
High School diploma or GED or international equivalent
Must be 18 years of age or older
Read, write, fluently speak and understand the English language.
Bilingual language skills may be required in some locations
Applicable valid driver’s license as required by local authorities
Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy
company and security requirements
Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security
identification display areas (SIDA), if applicable
Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
Must be authorized to work in the U.S.

Preferred Qualifications- Education & Prior Job Experience

Working knowledge of Sabre or any other Passenger Service System
Previous face to face Customer Service experience
Working in a fast pace environment
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more
than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you
stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide
you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k)
program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts
on hotels, cars, cruises and more Feel Free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the
dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting
our team members to our customers, suppliers, communities and shareholders, helping team members reach their
full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in
the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

 Travel to the interview and any subsequent relocation expenses are the responsibility of the candidate

2. Highlight the key phrases describing job functions and qualifications in the description. You will be using these
to prepare responses to interview questions for this project.
Ans) – Key phrases about :Job functions
Accepting, checking and tagging customers’ baggage at kiosks
Processing and completing credit card baggage transactions at kiosks
Assisting customers with self-service kiosk check-in and kiosk baggage processing
Queuing lines in ticket counter areas
Accepting and activating customers’ self-tagged baggage
Performing clearance and verification of documents at kiosks

-Qualifications :
High School diploma or GED or international equivalent
Must be 18 years of age or older
Read, write, fluently speak and understand the English language.
Bilingual language skills may be required in some locations
Applicable valid driver’s license as required by local authorities
Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to
satisfy company and security requirements
 Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security
identification display areas (SIDA), if applicable
Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
Must be authorized to work in the U.S.

3. Go to the company website (include the link in your response) and/or LinkedIn page, read the company’s
mission and the “About” page. Write down 3 things that interested you or made you feel more certain you
would like to work for this organization.
Ans) https://www.indeed.com/cmp/American-Airlines/about
a) Perks and benefits—travel, health, additional benefits like virtual doctor visits, 401k plan, well-being programs.
b) Inclusion and Diversity- Every day, our team members work to make American a place where people of all
generations, races, ethnicities, genders, sexual orientations, gender identity, disabilities, religious affiliations and
backgrounds feel welcome and valued.
c) Learning & Development- We offer technical training and personal and professional development.

4. Watch one or both of following videos about how to answer the question, “Why do you want to work for us?”
and then write or submit your audio or video response to this question. Your response should talk about the
company and how you and your strengths fit the company and position.
 3 strategies to answer this question: https://youtu.be/MUt6d-D_KXg
 How to Prepare Your Answer + 3 Example Responses: https://youtu.be/AdKk5Qf_GUg

Ans) Your company’s reputation is definitely an important factor. I would be proud to work for a company with such
an impressive growth story. I have also used your products for many years and always have been impressed with the
innovations and consistent concern to help your customers learn how to use them effectively. I would love the
opportunity to use my 2 years of experience in customer service and technical skills to better this community with you.
FOR INSTRUCTOR USE ONLY

Grading Rubric
Grading accepts a start value of 100. Points will be deducted for failure to fully complete or meet the stated requirements.
90-100 = Represents work of superior quality (A); 80-89 = Represents work of good to very good quality (B); 70-79 =
Represents adequate command of class content (C); 69 and below = Represents work that shows a need for development or
improvement (F); 0 = Represents plagiarized work (F).

CSS160: Customer Service Communication

Student:
Instructor:
Date:
Capstone Project Part 1

Possible Your
Description of requirements
Points Points

1. Chose a job that interests you and included a link to a job posting and 10
the text of the job description, either copied and pasted into the
assignment response or as a file uploaded with your assignment
response.
2. Highlighted the key phrases describing job functions and qualifications 10
in the description.
3. Included a link to the company website and/or LinkedIn page with your 30
assignment response and wrote about 3 things that interested you or
made you feel more certain you would like to work for the organization.
4. For the position you chose, wrote or recorded an audio or video 30
response to the question, “Why do you want to work for us?”. Your
response followed the tips and models in the video(s).
Overall content has clarity and adequate supporting details 10
Assignment was submitted by due date 10
TOTAL 0

YOUR SCORE: ________

Instructor Comments: