DIA Customer Service Representative-End-to-End Queue Management

Goodwill of Colorado • Denver, CO

11d • Onsite

About The Position

Goodwill Staffing is seeking a DIA Customer Service Representative for end-to-end queue management at Denver International Airport. The role supports travelers as they navigate the airport’s TSA security checkpoints, providing clear, helpful service while keeping queues moving efficiently. Representatives explain the queue process, assist veterans, preferred fliers, and travelers with special needs, respond to traveler requests, and offer wayfinding assistance. The work is fast-paced and requires adaptability, professionalism, communication, teamwork, multitasking, and the ability to prioritize as queues shift between checkpoints.

The position is temp-to-hire, with eligibility for full-time permanent placement. Work is 40 hours per week on a set schedule with two consecutive days off. Day, afternoon, and overnight shifts are listed as available; employees must be able to work morning or afternoon shifts, weekends, and holidays. The work location is Denver International Airport, 8500 Peña Blvd, Denver, CO 80249. Pay is $20.50 per hour, with no shift differential, and $19.29 per hour during the first week of training.

The position is eligible for Paid Sick and Safe Time under the Healthy Families and Workplaces Act. Employees may contribute pre-tax or post-tax (Roth) to the retirement plan and must be at least 18 to participate. Goodwill of Colorado is an eligible employer for the Public Service Loan Forgiveness Program.

Requirements

• High school diploma or equivalent.
• Previous customer service experience and ability to work effectively under pressure in a dynamically changing environment.
• Must be at least 21 years old to meet client and compliance requirements.
• Must pass the airport badging process and the client-required background and security checks.
• Must be able to lift 50 pounds, remain on their feet for 8 hours a day, and expect to walk approximately 15,000 steps per day.
• Must be able to project their voice to direct people and keep crowds moving.
• Must be able to multitask, prioritize, take direction, and communicate using a walkie-talkie.
• Must be able to work morning or afternoon shifts, weekends, and holidays.

Responsibilities

• Provide wayfinding and customer service to the public, including directions to restrooms and parking locations.
• Explain the queue or line process to travelers and assist veterans, preferred fliers, and travelers with special needs as they navigate the queue.
• Manage queue systems at TSA security checkpoints, including verifying appropriate credentials before travelers enter queue systems.
• Divert passengers to checkpoints with the lowest wait times to maintain balanced utilization, accounting for the time needed to walk between locations.
• Log and report checkpoint metrics, including wait times, available screening lanes, travel document check positions, and other checkpoint data.
• Respond to traveler requests by assessing needs and providing recommendations and service intended to achieve customer satisfaction.
• Follow established post orders.
• Communicate and take direction using a walkie-talkie.
• Work collaboratively and adapt to queue changes, including shifts between the North and South checkpoints.

Benefits

• Paid Sick and Safe Time (PSST) under the Healthy Families and Workplaces Act.
• Access to a retirement plan with pre-tax or post-tax (Roth) contributions; participants must be at least 18 years old.
• Public Service Loan Forgiveness Program (PSLF)-eligible employer.

What This Job Offers

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