Aviation Customer Service Agent (Call Center) - Denver International Airport

City and County of Denver • Denver, CO

1d • $24 - $28 • Hybrid

About The Position

This full-time position presents an extraordinary opportunity for a highly motivated employee who thrives in a fast-paced ever-changing environment and has call center, communications and customer service experience. The work of the full-time Customer Relations 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.

Requirements

• Graduation from high school or possession of a GED, HiSET or TASC Certificate.
• Two (2) years of customer service work for airlines, call center, hospitality, ground transportation or other related industries.
• Requires a valid Driver's License at the time of application. Licenses and certifications must be kept current as a condition of employment.
• 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.
• Denver International Airport is a 24/7/365 team operation. If staffing challenges arise, weather conditions warrant, or an emergency crisis occurs, all DEN employees will be required to work extended hours and/or alternative shifts (including nights, weekends, and holidays).

Nice To Haves

• Three (3) years customer service experience working in an airline, airport, service, hotel or hospitality industry preferred.
• One (1) year experience working in a call center environment.
• Experience in creating approved responses to corporate social media accounts.
• Strong verbal and written communication skills.
• One (1) year of professional level experience with Microsoft Word and Microsoft Excel.

Responsibilities

• Manages engagements in the Customer Relations Management (CRM) platform related to customer inquiries, feedback, or concerns.
• Act as a liaison between the customer and airport department or stakeholders by following up on customer requests or complaints and solving problems related to service issues; possess the authority to resolve discrepancies in city provided services.
• Assists customers via phone, webchat, text, live video, social media, airport paging and email communications.
• Become an airport information expert by maintaining a strong knowledge of airport services and resources to provide passengers with accurate information from recommending where to grab a coffee to helping locate a child’s lost stuffed animal.
• Serve as a “Brand Ambassador” for the airport by demonstrating professionalism, visibility, approachability, flexibility, reliability, accountability and by delivering the highest levels of customer service in everyday assignments, special projects and initiatives.
• Utilize a variety of technology devices to assist customers with information requests and maintain a current level of knowledge about Denver International Airport by attending trainings and meetings with managers, supervisors, and stakeholders.
• Work closely with internal and external stakeholders by developing relationships to ensure customer service goals and objectives are met.
• Proactively assist passengers in emergency situations such as weather events, irregular operations, and other urgent situations.

Benefits

• Medical Plans, Dental, Vision Insurance – eligible within 1 month of your start date
• Pension Plan for Life (Employee contributes 8.45%, Employer matches at 17.95%) and 457 (b) Retirement Plan
• PTO (over 3 weeks in your first year) and 12 paid holidays
• STD, LTD, HSA, FSA, Life Insurance
• CARE Bank, Family Leave Benefits
• Employee Assistance Program, Employee Volunteer Program
• EcoPass (unlimited free RTD bus/train rides)
• Learning and Development Opportunities; Courses and Career Development Resources

What This Job Offers

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