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Aviation Customer Relations Agent - Denver International Airport

Company

City and County of Denver
Address , Denver International Airport, Co
Employment type FULL_TIME
Salary $19.72 - $29.58 an hour
Expires 2023-06-18
Posted at 1 year ago
Job Description
About Our Job
This position requires an online assessment or test. Once you complete your application, if you meet the qualification for the position you will receive an email from with a link to the assessment or test. We recommend that you add to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact .
Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $33 billion for the region annually and employing nearly 30,000 people. At DEN, we are committed to fostering a diverse, inclusive, and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity and inclusion at the center of all that we do.
As an Aviation Customer Service Agent, you will be responsible for delivering exceptional service to customers traveling through our airport. You will assist at airport Information Booths and strategic locations throughout DEN to assist customers with wayfinding etc. In addition, you will have the opportunity to do the following:
  • Acts as a liaison between the customer and department or agency staff by following up on customer requests or complaints and solving problems related to service issues; possesses the authority to resolve discrepancies in city provided services
  • Creates cases in the Customer Relationship Management (CRM) platform (Sprinklr Modern Care Lite) related to customer inquiries, feedback, concerns or complaints while assisting customers via telephone, email, web chat, live video chat, social media, text messaging and through other written communication specific to inquiries, feedback or concerns related to services provided by Denver International Airport
  • Serve as a “Brand Ambassador” for Denver International Airport (DEN) by anticipating customer needs and exceeding their expectations. Demonstrates this through consistently being professional, visible, approachable, flexible, reliable, accountable and by delivering the highest levels of customer service in everyday assignments, special projects and initiatives and is an active team contributor
  • Utilizes a variety of technology devices to assist customers with information requests and maintains a current level of knowledge about Denver International Airport by attending training, airport briefings and meetings with managers, supervisors, and stakeholders
  • Proactively provide assistance to passengers in emergency situations such as weather events, security breaches, train failures, and security level changes
About You
In addition, we are looking for candidates with some or all the following skills and experience:
  • Sprinklr Modern Care Lite experience is preferred
  • Experience in creating approved responses to corporate social media accounts
  • One (1) year of professional level experience with Microsoft Word and Microsoft Excel
  • Strong verbal and written communication skills
  • Three (3) years customer service experience working in an airline, airport, service, hotel or hospitality industry preferred
  • One (1) year experience working in a call center environment is required
Availability requirements:
  • If weather conditions warrant or an emergency crisis occurs employees can be required to work extended hours or shifts
  • Availability to extend and change shifts with short notice
  • Position participates in a seniority-based shift bid
  • Schedule flexibility, with the ability to work evenings, weekends and Holidays
  • Hours of availability required 6:00 AM – 11:00 PM
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
  • Experience: Two (2) years of customer service work for airlines, call centers, hospitality, ground transportation, or customer service-related industries
  • Equivalency: Additional appropriate education may be substituted for the minimum experience requirement
  • Education: Graduation from high school or possession of a GED Certificate
FBI Background Check: FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment. By position, a pre-employment physical/drug test may be required.
Snow / Emergency Duties: Denver International Airport is a 24/7/365 team operation. If weather conditions warrant or an emergency crisis occurs, all DEN employees can be required to work extended hours and/or shifts.
About Everything Else
Job Profile
CC2482 Aviation Customer Service Agent
To view the full job profile including position specifications, physical demands, and probationary period, click
here
.
Position Type
Unlimited
Position Salary Range
$19.72 - $29.58
Starting Pay
Based on Education and Experience
Agency
Denver International Airport
Assessment Requirement
Customer Service Agent: Non-Compliance
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
For information about right to work, click
here
for English or
here
for Spanish.