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

Goodwill of Colorado•Denver, CO

7h•Onsite

About The Position

We are seeking DIA Customer Service Representatives for End-to-End Queue Management. We need people with experience delivering exceptional service. Goodwill Staffing is seeking an Airport Line Attendant with experience delivering exceptional service. Our culture is defined by our people—individuals united by a shared focus and motivated to deliver exceptional service. If you’ve ever passed through CLEAR or TSA at Denver International Airport, you’ve experienced the type of clients we support. We take pride in keeping things moving efficiently, always with a smile—and sometimes a strong, clear voice when needed.

Requirements

A High School diploma or equivalency is required.
Previous customer experience and ability to work effectively under pressure in a dynamically changing environment.
Must be at least 21 years of age.
Must be able to pass a background check to pass the airport badging process.
Must be able to lift 50 lbs.
Must be able to be on your feet for 8 hours a day.
Expect walking 15,000 steps/day.
Must have Voice that can Project to Direct People and Keep the Masses moving to TSA Pre-Check and ultimately Through TSA to Gates.
Expect a lot of questions and answering the same questions over and over like “Where is the bathroom?”
Fast paced environment.
Multitasking.
Must be able to take direction and communicate with walkie talkie.

Nice To Haves

Experience delivering exceptional service.

Responsibilities

Work on a team that is built around adaptability and flexibility, service, passion, professionalism, ethic for work integrity, communication, and teamwork.
Welcome travelers and their loved ones, explaining the Queue or “Line process.”
Assist travelers that may be Veterans, Preferred Fliers, or those with special needs to help them navigate through the queue process.
Respond to a wide variety of traveler requests by accurately assessing their needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.
Provide wayfinding and customer services to the general public (restroom, parting locations, etc.).
Manage the Queue (Line) systems at each of the TSA security checkpoints including verification of appropriate credentials prior to entering into the queue systems.
Maintain equal utilization of all TSA security checkpoints by diverting passengers to the checkpoints with the lowest wait time, being mindful of passenger walk times required to move from one location to another.
Log and report checkpoint data metrics to include checkpoint wait times, available screening lanes, travel document check positions, and other checkpoint data.
Follow established post orders.