How to Get a Job as an Airline Customer Service Agent

When most people first consider working for an airline, the two jobs that usually come to mind are:

1. Pilot
2. Flight attendant

And while both those jobs offer an excellent way to travel and interact with people from all over the world, there are dozens of other jobs within an airline that offer the same great benefits. An airline is like any major corporation in that in addition to the operational positions like baggage handler, reservations or customer service agent, it also employs accountants, secretaries and human resource representatives. And all of those positions include medical insurance and free, unlimited air travel.

This article will focus on how to gain employment in one of the more overlooked airline positions: The customer Service agent.

Before You Apply You Should...

Understand the Job Requirements

Customer service agents work at the airport and their primary responsibilities include: selling tickets, booking reservations, checking passenger's in for their flights and helping them board. They are responsible for insuring accurate passenger manifests and for briefing the pilot's and flight attendants on important passenger information. Some airlines require that they do safety inspections of the aircrafts as well as clean and restock supplies during flight turn-arounds.

Although it probably goes without saying, all airlines require that their applicants submit to a drug test before the airline can extend an offer of employment. While most will only require an initial drug screen, some airlines have a policy of testing customer service agents routinely and at random.

You will also need to pass a 10-year background check, which is usually conducted by a third-party organization. What the agency screens for exactly, won't be revealed but don't worry - that speeding ticket (or two) that you got seven years ago won't disqualify you, but a major felony could.

Furthermore, you will need to pass a "physical-abilities test" which will require that you be able to safely lift 50 - 75 pounds (the size of the average checked piece of baggage).

Decide if this is the Right Job for You

A customer service agent's job is stressful. They are required to make quick, accurate decisions under pressure and there is very little room for error. One wrong swipe on the keyboard and a passenger's bag's could be sent to the wrong city or worse, the passenger himself. These are easy mistakes to make, especially at the end of a mandatory 15-hour shift, but they're mistakes that could get you fired. Customer service agents keep long, odd hours, (often working nights, weekends and holidays) and if a flight is canceled or delayed they aren't permitted to leave until that flight does.

Airline customer service positions therefore, aren't for everyone. They're not for people with inflexible schedules or for those too sensitive or easily rattled by loud, chaotic situations or loud, chaotic people. It's therefore important that before you begin the lengthy application process, you ask yourself the following questions:

Am I....

• Detail-oriented?
• Organized?
• Assertive?
• Self-Confident?
• A Team-player?
• A People-Person?

Be honest with yourself when answering these questions, because if those characteristics don't accurately describe you, then perhaps you should consider a different position in the airline industry.

Get Customer Service Experience

Once you've decided that the job seems like a good match, you will need to get some experience.

Most airlines require that you have at least two years of experience in customer service before they will even consider your application. But with the competition as fierce as it is, many favor candidates with five or more years worth of experience.

Because much of your work as a customer service agent involves cash handling and the ability to accurately manage passenger records, it's best to have experience working at a bank. However, a waiter position in a busy restaurant or a customer complaint's clerk for a large retail store, are also useful.

Once You've Decided to Apply, Make Sure to...

Submit an Online Application

Look on your local airport's website for a full list of airlines that depart from that airport. Most people know the big, legacy carriers like Delta, American or United but it's easy to overlook smaller airlines like SkyWest, Spirit, WestJet or Great Lakes Airways. Go directly to the airline's website to apply or do a Google search for "airline customer service agent" and the city you wish to work in. Apply to every known airline and then wait. It will often take weeks, possibly even months before you hear back. Don't worry, this is quite normal as airlines receive thousands of applications for every position posted.

Get Comfortable with Public Speaking

You will need to be comfortable making airport-wide announcements about flight delays or gate assignments. So if you have a fear of speaking in front of large groups of people, then you'll need to get some practice. Sing karaoke sober or join a Toast-Master's Club, take acting classes or perform at an 'Open-Mic' night. These will all help with your stage fright.

Most airlines will conduct group interviews. Sometimes you'll be given a minute to try to sell yourself in front of a small group and other times you'll be required to answer interview questions in front of a few hundred candidates. It all depends on the preference of that particular airport's recruiter. But most will try to test you in some way, to see that you're able to handle yourself under pressure and communicate well when nervous or put on the spot.

You've Landed an In-Person Interview. Now what?

Research the Airline

Every airline has a list of four or five "Key Values". Look them up and memorize them. Be able to answer the question: Why do you want to work for ---- Airlines /Airways?" Because you will be asked that question. It's a guarantee. On each Airline's website, in addition to their list of values, is a description of what sets their airline apart from the competition as well as a description of the qualities they're looking for in their applicants. Incorporate those into your answers, as well.

Look the Part

Airlines want people who look professional and clean-cut. That means if you have tattoos, cover them up. And if you have hair that's longer than chin-length, wear it pulled back into a pony-tail or bun. On the day of the interview, wear a suit that matches the color of airline's uniforms. The recruiter will be sizing you up; trying to gauge whether or not you will fit-in with the company and make a good representative ("face") for the airline. Make that part of their job easy and dress professionally!

Ace the interview by being Friendly and Outgoing

Airlines want to hire people who love people. And some will go as far as requiring that their candidates take a personality test prior to their interview to ensure that their candidates are outgoing and social. These tests measure your percentage of extroversion as well as your ability to be work as a team player and multi-task. Don't lie on the tests, but at the same time, treat the tests as a job interview and put your best foot forward. If one of the questions on the test is: "Do you perform well under stress?" it would be foolish to answer 'sometimes', even if that's the truth.

Know the Answers to the Five Most Common Airline Interview Questions:

1. Why do you want to work for ABC Airlines? (Hint: "Because I want to fly for free" is not the answer that they are looking for)

2. Of the 5 key values of ABC Airlines, which one best represents you and why?

3. Describe a difficult customer you've dealt with in a previous job and how you handled the situation

4. Describe a disagreement you recently had with your boss / co-worker and how you resolved it

5. What's one mistake you made in your last job and what do you wish you had done differently?