Copy of PDX Customer Service Representative

VIP Hospitality LLC•Portland, OR

4d•Onsite

About The Position

Customer Service Representatives support incoming and outgoing domestic and international passengers at Portland International Airport (PDX), providing a proactive, friendly, and solutions-focused experience. They give clear directions, assist with passenger flow, and help keep lobby and checkpoint areas organized. Working with PDX Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners, they respond professionally to passenger concerns and help create a smooth, welcoming travel experience. The role involves various shifts based on operational needs, including mornings, evenings, weekends, and holidays. Hourly pay is $21.75.

Requirements

Service-focused attitude and commitment to treating every traveler with courtesy, integrity, and respect.
Strong verbal communication and interpersonal skills, including the ability to provide clear directions to individuals and groups.
Sound judgment, patience, and ability to remain professional during busy or stressful travel periods.
Dependability, punctuality, and ability to maintain a professional appearance and positive attitude throughout the shift.
Willingness to learn PDX Airport’s layout, checkpoints, passenger flow, and airport partner procedures.
Ability to obtain and maintain all required airport badges, credentials, and clearances.
Must meet applicable minimum age and work authorization requirements.
Ability to work flexible schedules, including mornings, evenings, weekends, holidays, and irregular shifts.
Ability to stand and remain alert for extended periods at assigned posts, with or without reasonable accommodation.
Ability to walk throughout busy airport areas to direct passengers, monitor queues, and provide assistance, with or without reasonable accommodation.
Ability to lift, move, or adjust stanchions and related queue-management equipment weighing up to 50 pounds, with or without reasonable accommodation.
Ability to communicate clearly in person and by radio in a fast-paced environment.

Nice To Haves

Previous customer service experience, particularly in hospitality, aviation, transportation, retail, or other busy public-facing environments.
High school diploma, GED, or equivalent; required where applicable under contract or airport credentialing standards.
Bilingual in Spanish (highly preferred).

Responsibilities

Greet passengers positively and maintain a calm, respectful, and professional demeanor.
Identify passengers who appear confused, delayed, or in need of assistance and provide timely guidance.
Help passengers locate checkpoints, appropriate lines, and airport resources while supporting balanced traffic flow.
Monitor queues, manage lines, and identify potential congestion or service concerns before they escalate.
Set up, adjust, and maintain stanchions and checkpoint queue layouts according to operational needs and approved procedures.
Respond to passenger questions and concerns, provide accurate information, and escalate issues when needed.
Coordinate with PDX Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners to support checkpoint operations.
Use radios and other approved communication tools to share clear, accurate, and timely operational updates.
Support teammates during peak periods and adapt to changes in passenger volume, checkpoint needs, and assignments.
Maintain a clean, organized, and professional presence in assigned areas and follow applicable airport, TSA, Customs and Border Protection, client, and VIP Hospitality procedures and safety expectations.