Guest Services Specialist - Austin Airport

City of Austin

17h • $24 - $27 • Onsite

About The Position

Under general supervision, this position is responsible for handling customer questions and complaints, providing information, and resolving problems for all airport customers and the public at Austin-Bergstrom International Airport (AUS). This position is also responsible for providing crowd management and assistance with customer experience and engagement services.

Requirements

• Graduation from an accredited high school or equivalent, plus two (2) years of experience in customer experience, engagement, and conflict management or resolution.
• Knowledge of customer relations techniques and practices.
• Knowledge of conflict management and resolution.
• 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 work independently or in a group.
• Ability to establish and maintain effective communication and working relationships with City employees, stakeholders, and the public.
• Ability to work in stressful situations because of human behavior, time and/or operational constraints, emergency situations, and multiple simultaneous demands and task.
• Must have the ability to read, write, and fluently speak in English.

Responsibilities

• Provides customer service to the public, tenants, concessionaires, and other stakeholders; assists senior-level personnel with events to ensure a first-class customer service experience.
• Responds to inquiries, requests for information, passenger tracking, and other available customer service resources; utilizes a variety of technology devices to assist customers with information requests.
• Performs conflict management and resolution; works to resolve issues quickly and effectively.
• Ensures the efficiency of passenger travel by monitoring the flow of passengers through the terminal areas and the Transportation Security Administration (TSA) Security checkpoint line queues.
• Provides effective, crowd management in the domestic terminal areas by utilizing various methods for managing crowds.
• Assists with providing all customers and passengers with customer engagement efforts upon request; participates on AUS teams and initiatives.
• Attends training, airport briefings and meetings; stays abreast of all airport services and amenities, builds and maintains relationships, performs administrative related duties.
• Acts as shelter representative for all customers in emergency situations.
• Monitors airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and reports issues to the appropriate authority.

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.
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees