How To Write an Airline Customer Service Agent Resume
A resume for an airline customer service agent should highlight your ability to deal with high-pressure situations and provide a positive customer experience in line with brand expectations. Find out how to create a resume that gets you noticed by the top airlines and helps you take the next step in your career.
1. Write a dynamic profile summarizing your qualifications
Your profile sets the tone for your entire resume, giving hiring managers an overview of your skills, education, and experience. Include keywords from the job description, like airport operations and client relations, to show you have the relevant qualifications.
This is also a good place to emphasize a specific career achievement, such as receiving an overall customer service rating of 95% in the last year. Keep this section concise, with a few short sentences that introduce but don’t overwhelm the rest of your resume.
Profile Example #1
An Airline Customer Service Agent with three years of experience specializing in communication, client relations, operational support, and process improvement. Adept at interfacing with a diverse range of passengers to identify solutions and ensure customer satisfaction.
Profile Example #2
An Airline Customer Service Agent with four years of experience specializing in communication, client relations, operational support, and process improvement. Adept at interfacing with a diverse range of passengers to identify solutions and ensure customer satisfaction.
2. Add an accomplishment-driven professional experience section
Hiring managers are looking for airline customer service agents with backgrounds in dealing with difficult situations in a positive, empathetic manner. Provide examples of your identifying resolutions to challenges associated with airport operations, such as flight delays, cancellations, lost baggage, and disability accommodations.
Start each bullet with an action verb, and include a metric or data point when possible. For example, “identified solutions for boarding issues and complications, resulting in an overall customer satisfaction rating of 93%” is more powerful than “helped customers with problems.”
Professional Experience Example #1
Airline Customer Service Agent, United Airlines, Philadelphia, PA
September 2020 – Present
- Deliver high-quality customer experience to passengers throughout the check-in and boarding process and identify solutions to issues and challenges related to flight delays, cancellations, baggage weight, and travel complications
- Coordinate with airport teams and passengers to ensure appropriate accommodations for customer needs and resolve issues with compassion and understanding
- Achieve an annual customer service rating of 91% in 2021 and 93% in 2022
Professional Experience Example #2
Airline Customer Service Agent, Frontier Airlines, San Francisco, CA
September 2019 – Present
- Build relationships with customers, utilizing de-escalation techniques to resolve passenger issues calmly and professionally, and maintain a 93% customer satisfaction rating
- Identify solutions to boarding issues and complications, field inquiries from passengers, and provide hotel and meal accommodations due to flight delays and cancellations
- Coordinate with airport staff to manage baggage services, tickets, and boarding procedures while ensuring compliance with safety regulations
3. Include relevant education and certifications
Working as an airline customer service agent is more about being a creative problem solver and empathetic listener than having a specific educational background. However, listing a degree can show a hiring manager you’re serious about your career and qualify you for team leader or management positions. A degree in communications, psychology, or business administration may be especially helpful.
Having a certification in customer service can give you an advantage over other candidates. Make sure to list the awarding organization and the year you completed it as well.
Education
Template:
[Degree Name]
[School Name], [City, State Abbreviation] | [Graduation Year]
Example:
Bachelor of Arts (B.A.) Communication
University of San Francisco, San Francisco, CA | 2019
Certifications
Template:
[Certification Name], [Awarding Organization], [Completion Year]
Example:
Certified Customer Service Professional (CCSP), National Customer Service Association, 2019
4. List pertinent key skills
Show a hiring manager you have the customer service knowledge they’re looking for when you include a skills list on your resume. This simple bulleted list includes any industry-relevant skills, especially those the hiring manager lists as important in the job description.
Make sure to customize this list every time you send out a resume. If the hiring manager lists experience with TravelPerk or Egencia as a must-have, use the specific software name instead of just “airline reservation software.”
We’ve put together a list of common key skills for airline customer service agents to give you some ideas:
| Key Skills and Proficiencies | |
|---|---|
| Airline customer service | Airline operations |
| Airline reservations | Airport operations |
| Aviation security | Baggage services |
| Client relations | Communication |
| Conflict resolution | Cross-functional collaboration |
| Customer service | Customer success |
| Customer support | De-escalation techniques |
| Hospitality management | Process improvement |
| Team collaboration | Team leadership |
| Travel management | Verbal communication |
How To Pick the Best Airline Customer Service Agent Resume Template
As an airline customer service agent, you know how important efficiency is, and a template can make it faster and easier to create a winning resume. Look for a template that keeps the focus on your skills and qualifications instead of distracting design flourishes.
Make sure there’s enough room in the template for your education, skills, experience, and profile without it looking too crowded. A template should also be well-formatted and compatible with most word processing programs, like Microsoft Word or Google Docs, for easy customization.
Airline Customer Service Agent Text-Only Resume Templates and Examples
Years of Experience
- #1
- #2
- #3
Mina Sayed
(123) 456-7890
[email protected]
123 Carpenter Street, Philadelphia, PA, 12345
Profile
An Airline Customer Service Agent with three years of experience specializing in communication, client relations, operational support, and process improvement. Adept at interfacing with a diverse range of passengers to identify solutions and ensure customer satisfaction.
Professional Experience
Airline Customer Service Agent, United Airlines, Philadelphia, PA
September 2020 – Present
- Deliver high-quality customer experience to passengers throughout the check-in and boarding process and identify solutions to issues and challenges related to flight delays, cancellations, baggage weight, and travel complications
- Coordinate with airport teams and passengers to ensure appropriate accommodations for customer needs and resolve issues with compassion and understanding
- Achieve an annual customer service rating of 91% in 2021 and 93% in 2022
Airline Customer Service Agent, American Airlines, Philadelphia, PA
May 2019– September 2020
- Coordinated with airline customer service agents in a collaborative team environment and provided support to colleagues to resolve customer challenges and issues
- Performed account lookups, verified travel documentation, and provided information to travelers to ensure safe boarding and proper accommodations
Education
Bachelor of Arts (B.A.) Communication
Temple University, Philadelphia, PA September 2015 – May 2019
Key Skills
- Customer Service
- Communication
- Client Relations
- Airport Operations
- Team Collaboration
Selena Ramirez
(123) 456-7890
[email protected]
123 Santa Maria, San Francisco, CA 12345
Profile
An Airline Customer Service Agent with four years of experience specializing in communication, client relations, operational support, and process improvement. Adept at interfacing with a diverse range of passengers to identify solutions and ensure customer satisfaction.
Professional Experience
Airline Customer Service Agent, Frontier Airlines, San Francisco, CA
September 2019 – Present
- Build relationships with customers, utilizing de-escalation techniques to resolve passenger issues calmly and professionally, and maintain a 93% customer satisfaction rating
- Identify solutions to boarding issues and complications, field inquiries from passengers, and provide hotel and meal accommodations due to flight delays and cancellations
- Coordinate with airport staff to manage baggage services, tickets, and boarding procedures while ensuring compliance with safety regulations
Airline Customer Service Agent, JetBlue Airlines, San Francisco, CA
May 2018 – September 2019
- Coordinated with airline customer service agents in a collaborative team environment and provided support to colleagues to resolve customer challenges and issues
- Performed account lookups, verified travel documentation, and provided information to travelers to ensure safe boarding and proper accommodations
Education
Bachelor of Arts (B.A.) Communication
University of San Francisco, San Francisco, CA September 2015 – May 2019
Key Skills
- Airline Customer Service
- Aviation Security
- Boarding Procedures
- Team Collaboration
- Safety Regulations
Skyler Thompson
(123) 456-7890
[email protected]
123 Bedford Avenue, New York, NY, 12345
Profile
An Airline Customer Service Agent with five years of experience specializing in communication, airport operations, team leadership, and client relations. A proven track record of coordinating with cross-functional teams to resolve passenger issues and drive operational excellence.
Professional Experience
Airline Customer Service Agent Team Lead, Delta Airlines, New York, NY
September 2019 – Present
- Serve as the customer service agent team lead, provide training and mentorship to 20+ new hires, and ensure compliance with regulations and quality standards
- Coordinate with airport customer service agents, managers, and cross-functional teams to support airline operations and resolve passenger issues, including lost luggage, flight delays, cancellations, and disability accommodations
- Coordinate with TSA to ensure passenger compliance with Covid-19 safety protocols, including proof of vaccination and rapid testing procedures
Airline Customer Service Agent, Avelo Airlines, New York, NY
May 2017 – September 2019
- Provide superior customer service to airline passengers, communicate with understanding and empathy, and generate monthly customer service ratings of 91-95%
- Conduct check-in procedures to ensure proper travel documents and baggage weight prior to boarding and provide additional accommodations to customers
Education
Bachelor of Arts (B.A.) Communication
Columbia University, New York, NY September 2013 – May 2017
Key Skills
- Customer Service
- Team Management
- Safety Regulations
- Airline Operations
- Client Relations
Frequently Asked Questions: Airline Customer Service Agent Resume Examples and Advice
What are common action verbs for airline customer service agent resumes?+
Action verbs show a hiring manager what you’re capable of and what you’ve accomplished in past positions. Focus on verbiage specific to the customer service industry and communicate the value of your job.
For example, saying you “resolved” or “addressed” customer concerns shows you listened and took action. Customer service is about making the customer feel heard, and like you understand what they’re going through. It shows you genuinely want to help, even if you can’t completely fix the situation.
Try some of these options if you’re not sure which words to use:
| Action Verbs | |
|---|---|
| Addressed | Advised |
| Collaborated | Communicated |
| Conducted | Coordinated |
| De-escalated | Diffused |
| Educated | Guided |
| Interfaced | Managed |
| Performed | Provided |
| Resolved | Responded |
| Supported | Verified |
How do you align your resume with an airline customer service job description?+
With the rise of artificial intelligence (AI), self-serve kiosks, and chatbots, the need for customer service representatives has been declining. This is represented in the expected 5% decline in open positions for customer service agents through 2032, according to the Bureau of Labor Statistics (BLS).
Stand out in this competitive job market by tailoring your resume for every application. Spend some time closely reading the job description to identify what’s most important to the hiring manager, such as de-escalation skills or experience with baggage services. Include as many keywords, skills, and qualifications as you can. It can also help to do some research on the airline and include verbiage that matches their values or mission statement.
What is the best airline customer service agent resume format?+
Hiring managers for airlines want to see a demonstrated history of success in customer service. The reverse chronological format is the best option for this. It makes it easy to show career progression. An example would be working your way up from entry-level customer service rep to team leader and what you’ve accomplished in those roles. If you haven’t worked for an airline before, list your most relevant customer service positions, starting with the most recent.
Expert advice: include a cover letter with your resume
A cover letter is your chance to convince the hiring manager you’re the right candidate for the job without being limited by bullet points or character counts. The letter should be a few paragraphs long but still be easily skimmable. Highlight specific career achievements, or share an example of a problem you solved for a customer. Look at our customer service representative cover letters for some examples.
