Aviation Customer Experience Specialist - Denver International Airport

City and County of Denver • Denver, CO

1d • Onsite

About The Position

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. What We Offer The City and County of Denver offers a competitive salary commensurate with education and experience. New hires are typically brought into the organization between $26.84-$35.00/hour. We also offer generous benefits for full-time employees which include but are not limited to: A guaranteed life-long monthly pension, once vested after 5 years of service 457B Retirement Plan 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year Competitive medical, dental and vision plans effective within 1 month of start date Location & Schedule The shift for this position will be Thursday- Monday from 11pm-7:30am This position will report all in person to Denver International Airport. Employee parking provided. You will work at one of DEN’s concourses or terminal as your primary work location. Your work area will be mobile within the concourses, without a traditionally assigned workstation. Must be flexible to work in a 24-hour, seven day a week operation. This includes weekends and holidays, with the possibility of extended hours as needed. Who We Are & What You’ll Do About DEN 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 $36.4 billion for the region annually and employing nearly 40,000 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. We are seeking an Aviation Customer Experience Specialist to join DEN’s new customer experience team and will report to DEN’s Director of Customer Experience and will serve as a customer advocate, and become an expert within your assigned area with a focus on improving the overall customer experience at DEN. In this role you will: Be assigned one of DEN’s concourses or terminal as your primary work location. Your work area will be mobile within the concourses or terminal, without a traditionally assigned workstation Monitors restrooms, gate-hold areas, nursing rooms, pet relief areas and other passenger facing areas to ensure the area is clean, in well repair and ready for our customers Reports areas failing to meet set program parameters for further action and follow-up Coordinates action of your assigned concourse or terminal location(s) to include but not limited to nursing mother rooms, restrooms, pet relief areas, patios, and other spaces with applicable DEN stakeholders to ensure areas adhere to Customer Experience inspections program parameters Provides continuous monitoring and evaluation of assigned program areas Review daily passenger volume metrics and anticipate potential issues before they happen Identify problem areas and service gaps of passenger facing facilities and coordinate a response to address identified problem areas Create weekly summary reports of areas identified and actions taken to address problem areas Utilize customer voice data and reporting to develop a plan of action and to resolve issues within DEN’s customer facing areas Collect voice of the customer survey data information by actively soliciting survey responses from customers as needed Create relationships with and attend team briefings with stakeholders on your assigned concourse or terminal to remain knowledgeable of changes or updates to your work area and communicate out these changes and updates as necessary Further develop and revise procedures and strategies to address customer facing issues Explain and communicate applicable laws, regulations, and guidelines to customers of airport policies or practices as appropriate Assist customers as needed when encountered through your daily operation Assist and coordinate escorting customers as necessary Assist customers in irregular operations to include weather events, queueing, emergency response, transpiration outages, and alternate passenger flows due to construction or repair work Work with other divisions to determine and coordinate performance standards Proposes customer experience enhancements to leadership and prepare budget justifications for these enhancements Other duties as assigned What You'll Bring We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level. We are looking for candidates who are innovative and enjoy taking on new and different customer experience requests. We are looking for someone who is passionate about our customers and takes pride in our facility.

Requirements

• Internal Candidates Only: Please note that probationary employees are not eligible to apply to open positions until they’ve successfully passed probation. Please only apply if you have already passed probation.
• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Five (5) years of technical or administrative experience performing standard research and evaluation, case management, and/or implementing work processes.
• Education/Experience Equivalency: One (1) year of the appropriate type and level of education may be substituted for each required year experience.
• License/Certifications: None
• Able to work any shift with a 24-hour, seven day a week operation. This includes weekends and holidays.
• Reliable means of transportation that is not affected by changing weather conditions
• Willing to work an on-site position that requires schedule flexibility

Nice To Haves

• Passionate about the travel experience and ensuring a positive experience for customers while serving as a customer advocate
• Outgoing personality that is willing to approach customers and strike conversation.
• Background in customer service or hospitality industries operations?
• Change management champion who doesn’t settle for the status quo.
• Able to review and translate data and metrics
• Enjoys working in an ever changing and fast paced environment
• Prefers a work environment that is always mobile, without a specified duty station.
• Will be the “boots on the ground” and be the eyes and ears of our customers
• A self-starter who identifies problems and takes action to solve them

Responsibilities

• Be assigned one of DEN’s concourses or terminal as your primary work location. Your work area will be mobile within the concourses or terminal, without a traditionally assigned workstation
• Monitors restrooms, gate-hold areas, nursing rooms, pet relief areas and other passenger facing areas to ensure the area is clean, in well repair and ready for our customers
• Reports areas failing to meet set program parameters for further action and follow-up
• Coordinates action of your assigned concourse or terminal location(s) to include but not limited to nursing mother rooms, restrooms, pet relief areas, patios, and other spaces with applicable DEN stakeholders to ensure areas adhere to Customer Experience inspections program parameters
• Provides continuous monitoring and evaluation of assigned program areas
• Review daily passenger volume metrics and anticipate potential issues before they happen
• Identify problem areas and service gaps of passenger facing facilities and coordinate a response to address identified problem areas
• Create weekly summary reports of areas identified and actions taken to address problem areas
• Utilize customer voice data and reporting to develop a plan of action and to resolve issues within DEN’s customer facing areas
• Collect voice of the customer survey data information by actively soliciting survey responses from customers as needed
• Create relationships with and attend team briefings with stakeholders on your assigned concourse or terminal to remain knowledgeable of changes or updates to your work area and communicate out these changes and updates as necessary
• Further develop and revise procedures and strategies to address customer facing issues
• Explain and communicate applicable laws, regulations, and guidelines to customers of airport policies or practices as appropriate
• Assist customers as needed when encountered through your daily operation
• Assist and coordinate escorting customers as necessary
• Assist customers in irregular operations to include weather events, queueing, emergency response, transpiration outages, and alternate passenger flows due to construction or repair work
• Work with other divisions to determine and coordinate performance standards
• Proposes customer experience enhancements to leadership and prepare budget justifications for these enhancements
• Other duties as assigned

Benefits

• competitive pay
• great benefits
• endless opportunities
• competitive salary commensurate with education and experience
• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date
• Employee parking provided

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED