|Job Description :
||About Our Job
Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $33 billion for the region annually and employing nearly 30,000 people. At DEN, we are committed to fostering a diverse, inclusive and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity, and inclusion at the center of all that we do.
As an Aviation Customer Relations Agent, you will be responsible for delivering exceptional service to customers who have questions about our airport specifically to those reaching out via telephone, email, text, chat and through our visual engagement platform. You will also be responsible for making pages to connect individuals while they are at DEN and supporting our Communications team by responding to airport inquires on DEN’s social media platforms.
As an Aviation Customer Service Agent at Denver International Airport (DEN) you will be responsible for delivering exceptional customer service in three key areas of the Customer Service operation. Primary duties include; assisting customers via telephone, paging, email, live chat, social media, text messaging and written communication specific to inquiries related to services provided by Denver International Airport. Responding to requests for information from passengers at our Information Booths regarding airlines, airport services, food, beverage and retail offerings, accommodations and other available customer service resources. Assisting international arriving customers in our Federal Inspection Service (FIS) facility by directing passengers through various queue lines.
This position presents an extraordinary opportunity for a highly motivated employee who thrives on a fast paced ever changing environment. The work of the Aviation Customer Service Agent has airport-wide impact and will work with the entire airport community, internal and external business partners and stakeholders to enhance the customer experience. In addition, you will have the opportunity to do the following :
Assists customers via telephone, email, live chat, social media, text messaging and through other written communication specific to inquiries or problems related to services provided by Denver International Airport . Utilizes an overhead public address system in order to page a variety of individuals and make announcements
Creates or accesses cases in the Customer Relationship Management (CRM) module to enter information on customer inquiries or problems and to provide updates on previously created cases; enters resolutions provided to customers and assigns cases or creates service orders for various partner departments and agencies
Acts as a liaison between the customer and department or agency staff by following up on customer requests or complaints and solving problems related to service issues; possesses the authority to resolve discrepancies in city provided services
Directs passenger flow throughout various queue lines and provides assistance for international passengers
Provides meet and greet and concierge style services to VIP guests arriving and departing Denver International Airport, working closely with internal and external stakeholders
Supports various airport and employee related events, meeting and greeting guests and coordinating logistics
Provides tours of the airport to internal and external stakeholders
Monitors airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and reports issues to the appropriate authority
Provides assistance to passengers in emergency situations such as weather events, security breaches, train failures, and security level changes. Help stranded passengers during weather related shutdown periods by distributing basic necessities
Utilizes a variety of technology devices to assist customers with information requests and maintains a current level of knowledge about Denver International Airport by attending training, airport briefings and meetings with managers, supervisors and stakeholders. Represents Customer Service at daily operational meetings with other airport operational organizations, airlines, Transportation Security Administration (TSA), and contract security providers
Maintains a thorough knowledge of airport services and resources to successfully assist the traveling public
Our ideal candidate will have experience in the customer service industry and have strong oral and written communication skills. Additionally, the candidate will have experience creating or accessing cases in a Customer Relationship Management (CRM) module and have the ability to manage multiple tasks/assignments simultaneously. We are looking for someone who is outcome oriented, strives to exceed customer expectations, has a positive attitude, and a focus on successful customer engagement.
In addition, the ideal candidate will have the following skills and experience:
Five (5) years customer service experience working in an airline, airport, service, hotel, or hospitality industry
Professional level experience in using Microsoft Outlook or Microsoft Word
Strong oral communication skills
Call Center experience a plus
Bilingual – German, Spanish, or Mandarin a plus
Ability to maintain schedule flexibility, with the ability to work evenings, weekends and Holidays. Hours of availability required 6:00 a.m. – 11:00 p.m. and are subject to change based on business needs. (The successful candidate must be extremely flexible as shift start and end times may change at short notice to support the operation.)
If weather conditions warrant or an emergency crisis occurs employees may be required to work extended hours of shifts
Currently this position will be located at Denver International Airport (DEN) however with changes to our industry and ever evolving technology this position may move to a mix of work from home and at DEN
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
Experience: Four (4) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries.
Licensures/Certification(s): R equires a valid Driver’s License at the time of application. Licenses and certifications must be kept current as a condition of employment
Equivalency: Additional appropriate education may be substituted for one (1) year of the minimum experience requirements
FBI Background Check: FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment. By position, a pre-employment physical/drug test may be required
Snow / Emergency Duties: Denver International Airport is a 24/7/365 team operation. If weather conditions warrant or an emergency crisis occurs, all DEN employees can be required to work extended hours and/or shifts.
About Everything Else
CC3226 Aviation Customer Service Agent Lead
Position Salary Range
$20.47 – $30.71
Based on Education and experience
Denver International Airport
Customer Service Agent: Non-Compliance
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.