Aviation Customer Service Supervisor: Information Booth - Denver International Airport

City and County of Denver • Denver, CO

2d • $28 - $43 • 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 $32.00- $36.00/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 The City and County of Denver has announced furlough days, or unpaid days off, for most employees to meet a budget shortfall in 2025. There are two fixed furlough days for all limited (temporary positions with an end date) and unlimited (permanent) employees on August 29th, the Friday before Labor Day, and November 28th, the day after Thanksgiving. If you receive an offer for this position, your annual pay will determine whether you are required to take additional furlough days. Details will be discussed during the offer process for selected candidate(s). Location & Schedule In this position you can expect to work on site at Denver International Airport. Shifts may vary, based on operational coverage, and may include nights, weekends and holidays. 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. As an Aviation Customer Service Supervisor, you will be responsible for supervising the customer service staff that performs aviation customer service work at concourse and terminal information booths, and supports international arrivals as needed. You will work side-by-side with the agents to ensure delivery of exceptional service to customers traveling through our airport. Customer service employees primarily respond to requests for information and service from passengers and from the general public regarding airline operations, safety and security regulations, landside services, food, beverage and retail offerings, accommodations, passenger tracking, and other available customer service resources.

Requirements

• 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 individuals who have supervisory experience in the customer service industry and have strong oral and written communication skills.
• An individual who is outcome oriented and strives to exceed customer expectations.
• An individual who has experience in managing staff in a customer service or hospitality industry.
• Three (3) years of experience of the type and at the level of an Aviation Customer Service Agent.
• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• 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.
• Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

Nice To Haves

• Three years of experience as a supervisor working in an airline, airport, retail, restaurant, call center or hospitality industry
• Act as a change agent by implementing process improvements
• Ability to work under pressure and meet deadlines
• Strong written and verbal communication skills, with the ability to explain processes, procedures, and information to customer service staff
• Current valid driver’s license
• Bilingual German, Spanish Mandarin or French is a plus
• Experience managing a call center is a plus

Responsibilities

• Serve as a “Brand Ambassador” for Denver International Airport (DEN) by anticipating customer needs and exceeding their expectations. Demonstrates this through consistently being professional, visible, approachable, flexible, reliable, accountable and by delivering the highest levels of customer service in everyday assignments, special projects and initiatives and is an active team contributor
• Responsible for daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents working at the Airport Information Booths. Works side by side with agents approximately 50% of the time, with the remaining time focused on administrative tasks and customer service-related projects.
• Works closely with peer Supervisor(s) and Lead Agent(s) to ensure that Agents are correctly assigned to priority locations at DEN to support customers most effectively
• Proactively collaborates with peers to bring forward operational concerns and/or recommendations during leadership meetings
• Prepares meeting agenda’s, hosts employee monthly meetings, captures meeting notes and proactively actions items from the meeting in need of attention.
• Responsible for developing and delivering thorough quarterly and annual performance reviews to direct reports sharing accurate, quantifiable feedback with employees based on 1:1 meetings, in person observations, and overall engagement with employee
• Ensures self and employees complete and meet all deadlines for training, special projects etc.
• Responsible for quality assurance audits of employees to ensure they are delivering the highest levels of service to our customers and following all departmental policies and procedures
• Proficient in all areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as needed
• Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Encourages regular communication, informs staff of relevant business issues and their impact on the organization
• Serves as the primary point of contact during airport events, making in the moment decisions, adjusting staffing and working with a variety of internal and external stakeholders to collaborate, provide solutions and ideas to support the event keeping the customer experience in mind
• Coaches, mentors, and challenges staff. Champions continuous improvement, including devising new strategies and new opportunities. Leads staff development initiatives that include training, development, and succession planning. Establishes performance expectations and standards for all levels of employees to achieve or exceed performance metrics and prepare them for the future
• Serves as a liaison to internal and external stakeholder including but not limited to; the Federal Aviation Administration, Transportation Security Administration, Denver Police Department, Customs and Border Protection, Airport Operations, Ground Transportation and Concessions
• Actively participates in strategy sessions looking for opportunities to improve the Customer Service team and overall customer experience at DEN
• Other duties as assigned

Benefits

• 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

What This Job Offers

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