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

Goodwill of Colorado • Denver, CO

10d • Onsite

About The Position

Goodwill Staffing is seeking DIA Customer Service Representatives to support end-to-end queue management at Denver International Airport. The role welcomes travelers, explains queue procedures, and helps veterans, preferred fliers, and travelers with special needs navigate the process. Representatives provide wayfinding and customer service, keep airport security checkpoint queues moving, and help bring order to a fast-paced environment through clear communication and teamwork.

The position involves working at TSA security checkpoints, verifying credentials before travelers enter queue systems, directing passengers toward checkpoints with lower wait times, and recording and reporting checkpoint metrics. Employees may be reassigned between the North and South Checkpoints as needed. The role requires frequent interaction with travelers, including answering repeated questions, and communication by walkie-talkie. It is a temp-to-hire position with eligibility for full-time permanent placement. Work is at Denver International Airport in Denver, Colorado. Available schedules include day, afternoon, and overnight shifts; the schedule is 40 hours per week with two consecutive days off on a set schedule. Applicants must be able to work morning or afternoon shifts, weekends, and holidays.

Requirements

• High school diploma or equivalent.
• Previous customer service experience.
• Ability to work effectively under pressure in a dynamically changing environment.
• At least 21 years of age, per client and compliance requirements.
• Ability to pass the background check and airport badging process, including applicable client security and compliance screenings.
• Ability to work morning or afternoon shifts, weekends, and holidays.
• Ability to lift 50 pounds, stand for 8 hours a day, and walk approximately 15,000 steps per day.
• Ability to project one’s voice to direct people and keep crowds moving.
• Ability to multitask and prioritize in a fast-paced environment and respond to frequent, repeated questions.
• Ability to communicate using a walkie-talkie and take direction.
• Ability to perform the essential functions, with reasonable accommodations where applicable.

Responsibilities

• Welcome travelers and explain the queue or line process.
• Help veterans, preferred fliers, and travelers with special needs navigate the queue process.
• Provide wayfinding and customer service to the general public, including directions to restrooms and parking locations.
• Manage queue systems at TSA security checkpoints, including verifying appropriate credentials before travelers enter the queues.
• Divert passengers to checkpoints with the lowest wait times while considering the time needed to walk between locations, helping maintain even utilization of checkpoints.
• Log and report checkpoint metrics, including wait times, available screening lanes, travel document check positions, and other checkpoint data.
• Follow established post orders.
• Assess travelers’ needs and requests and provide accurate responses, recommendations, and service aimed at customer satisfaction.
• Communicate by walkie-talkie, take direction, and work collaboratively with the team.
• Adapt to changing conditions and prioritize or multitask as queues and checkpoint assignments change.

Benefits

• Paid Sick and Safe Time (PSST) under the Healthy Families and Workplaces Act.
• Employees may make pre-tax or post-tax (Roth) contributions to the retirement plan; employees must be at least 18 years old to participate.
• Goodwill of Colorado is an employer eligible for the Public Service Loan Forgiveness Program (PSLF).
• Flexible schedules.

What This Job Offers

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