Aviation Customer Experience Manager

4 hours ago

San Diego, California, United States lliance Ground International Full time

About the Job

At Alliance Ground International, we are seeking a highly motivated and experienced Aviation Customer Experience Manager to join our team. This role is responsible for ensuring that our customers receive exceptional service at every step of their journey.

About the Company

Alliance Ground International is one of the largest independently owned ground handling companies in North America, providing services to over 100 airlines across 61 airports in the US and Canada. We are committed to providing the highest quality service and maintaining an outstanding safety record.

Key Responsibilities

  • Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
  • Make recommendations to management on staffing decisions, including hiring, discipline, and termination.
  • Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
  • Provide exceptional customer service as per AGI and airline-specific standards to ensure customer satisfaction at every step of their journey.
  • Always ensure safety and security is never compromised.

Requirements

  • Leadership: Must be able to demonstrate the skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner.
  • Appearance: Must be willing to wear uniform and insignia as prescribed by AGI. Personal appearance and grooming must present a favorable corporate image.
  • Good communication skills: Passenger Service Supervisors must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and handling of equipment and baggage.
  • Critical thinking skills: Agent may be called upon to troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc.

Benefits

  • Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
  • If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
  • Must complete SIDA training to obtain airport authority identification security.

Salary

The estimated salary for this position is around $55,000-$65,000 per year, depending on experience and qualifications.

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