Temporary - Customer Service Representative, Airport Communications

City of Austin

13d•$24 - $27

About The Position

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries. The Customer Service Representative for the Airport Communications Department serves as a primary point of contact for the public, airport tenants, airlines, and internal City departments. This position provides accurate information, responds to inquiries and complaints, and supports airport operations through effective communication, coordination, and documentation in a fast-paced, 24-hour operational environment.

Requirements

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.
Knowledge of billing procedures.
Knowledge of good customer relations practices.
Skill in oral and written communication.
Skill in handling multiple tasks and prioritizing.
Skill in using computers and related software.
Skill in planning and organizing.
Skill in handling conflict and uncertain situations.
Ability to work with frequent interruptions and changes in priorities.
Ability to establish and maintain effective communication and working relationships with city employees and the public.
Must have the ability to read, write, and fluently speak in English.

Nice To Haves

One (1) year of customer service, call center, dispatch, or administrative experience
Experience in an airport, transportation, public safety, or government environment
Experience with radio communications or dispatch software

Responsibilities

Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.
Resolves customer issues with one call resolution.
Answers customer requests or inquiries concerning services, products, billing, and equipment.
Verifies customer account and active services using various databases and software applications.
Researches customer account information to explain services, charges, and adjustments.
Logs customer complaints, creates service requests, and routes to the appropriate department(s).
Maintains and files all generated service requests.
May train others.
Responds to incoming telephone calls, radio communications, electronic inquiries, and in-person requests regarding airport services, flight information, parking, lost and found, and general airport operations.
Provides courteous, accurate, and timely customer service to passengers, tenants, vendors, and the general public.
Receives, documents, and routes service requests, complaints, and incident reports in accordance with City and airport procedures.
Assists with emergency notifications and follows established airport emergency response protocols.
Maintains confidentiality of sensitive information.
Performs clerical duties including data entry, record-keeping, and report preparation.
Performs related duties as assigned.
Work rotating shifts, including nights, weekends, and holidays.

Benefits

Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.

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