Aviation Customer Service Manager

Last Updated:
January 20, 2024

Job Description Overview

An Aviation Customer Service Manager job description involves managing all aspects of customer service for airlines. As a manager, you will direct and oversee the customer service team to ensure that all needs are met, queries are resolved, and customers are satisfied. You may work with a team of customer service representatives, and your responsibility may include overseeing their hiring, training, and development. Your role will involve implementing policies and procedures, ensuring compliance with government regulations, maintaining operational quality, and strategizing to improve customer satisfaction. You will also provide necessary support to customers on the ground and in-flight and handle escalations, customer complaints and other duties as required. The job requires excellent communication and interpersonal skills, as you may have to deal with challenging or difficult customers. Successful Aviation Customer Service Managers must have at least a degree in business, management or a related field, and extensive experience in the airline industry.

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Job Duties and Responsibilities

  • Coordinate and schedule flights for customers
  • Ensure the safety and security of passengers and staff
  • Handle customer complaints and resolve issues in a timely and professional manner
  • Hire, train, and manage customer service representatives and ground crews
  • Develop and enforce company policies and procedures for customer service
  • Monitor and maintain high levels of customer satisfaction and loyalty
  • Analyze and report on customer feedback and trends to improve services
  • Collaborate with other departments to ensure smooth operations and efficient service delivery
  • Maintain strong relationships with customers and partners to drive repeat business and referrals.

Experience and Education Requirements

To be an Aviation Customer Service Manager in the Transportation industry, one needs both education and experience. Typically, a Bachelor's degree in Business Administration, Aviation Management, or a related field is required. Additionally, relevant experience in the aviation industry is necessary. This may include working in airline operations, customer service, or airport management. Good communication skills, problem-solving abilities, and the ability to handle stressful situations are also important qualities for this role. Having experience with customer relationship management software and familiarity with FAA regulations is a plus. Overall, a combination of education and industry experience is key to being a successful Aviation Customer Service Manager.

Salary Range

If you're interested in a career as an Aviation Customer Service Manager, you might be wondering about the salary range. In the United States, the expected salary range for an Aviation Customer Service Manager is $48,000 to $89,000 per year. However, salary ranges can vary depending on factors like experience, location, and company size.

For example, in Canada, the average salary for an Aviation Customer Service Manager is CAD $70,000 per year. In the United Kingdom, the average salary is £30,000 to £45,000 per year.

Overall, the demand for Aviation Customer Service Managers is growing, which means there are more opportunities for job growth and salary increases. So if you have a passion for customer service and a love for travel, this might be a great career choice for you.

Sources: 

  1. Glassdoor - https://www.glassdoor.com/Salaries/customer-service-manager-aviation-salary-SRCH_KO0,33.htm 
  2. Indeed - https://www.indeed.com/salaries/Aviation-Customer-Service-Manager-Salaries 
  3. PayScale - https://www.payscale.com/research/US/Job=AviationCustomerService_Manager/Salary

Career Outlook

The career outlook for an Aviation Customer Service Manager is expected to grow over the next 5 years. According to the Bureau of Labor Statistics, employment in transportation and material moving occupations is projected to grow by 4% between 2019 and 2029. This growth is attributed to an increase in air travel and shipping.

Additionally, the increase in competition among airline companies to provide better customer service may also lead to an increase in the demand for Aviation Customer Service Managers. These managers are responsible for ensuring that customers have a positive experience from the moment they book their flights until they arrive at their destination.

In conclusion, the outlook for Aviation Customer Service Managers is positive, with job opportunities expected to grow over the next 5 years. As the transportation industry continues to expand and competition increases, the role of these managers will become increasingly important.

Frequently Asked Questions (FAQ)

Q: What is an Aviation Customer Service Manager? 

A: An Aviation Customer Service Manager oversees the services provided to airline customers, handling their inquiries, complaints, and ensuring their satisfaction before and after flights.

Q: What are the requirements to become an Aviation Customer Service Manager? 

A: Typically, a Bachelor’s degree plus several years of experience in aviation or customer service is required to become an Aviation Customer Service Manager. Good communication skills, attention to detail, and flexibility are important qualities.

Q: What are the responsibilities of an Aviation Customer Service Manager? 

A: An Aviation Customer Service Manager oversees a team responsible for ticketing, customer service inquiries, complaints, lost and found, and other services for airline customers. They ensure smooth operations and customer satisfaction.

Q: Is this a full-time position? 

A: Yes, Aviation Customer Service Manager is usually a full-time position working out of airports or corporate offices. Sometimes, customer service departments may require shift work and weekends.

Q: How much do Aviation Customer Service Managers make? 

A: As of 2021, the average salary for an Aviation Customer Service Manager is around $57,000 to $95,000 in the US. However, salaries may vary depending on the company and location.


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