About Our Job

Part Time positions will work no more than 39 hours per week and are not eligible for benefits. Part Time positions may have routine or variable work schedules.

This position is hybrid and must work at DEN a minimum of 3 days per week. However, will be Required to complete all onboarding and training at DEN (approximately 4-6 weeks). On occasion, the successful candidate may also be required to report to DEN for in person meetings, trainings and development programs. Employees will be expected to telecommute remotely at a designated workplace within the State of Colorado the remaining days.

Denver International Airport (DEN) is the third-busiest airport 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.

This position presents an extraordinary opportunity for a highly motivated employee who thrives in a fast-paced ever-changing environment and has Customer Relations Management (CRM), communications and customer service experience. The work of the Customer Relations Agent has airport-wide impact and will work with the entire airport community, internal and external business partners, and stakeholders to enhance the customer experience.

In addition, you will have the opportunity to do the following:

\* Create cases in the Customer Relations Management (CRM) platform related to customer inquiries, feedback, or concerns. Act as a liaison between the customer and airport department or agency staff by following up on customer requests or complaints and solving problems related to service issues; possess the authority to resolve discrepancies in city provided services.

\* Assists customers via phone, webchat, text, live video, social media, airport paging and email communications.

\* Bring joy to passengers by providing them with accurate information, from recommendations on where to grab a coffee to where they can collect their child’s lost stuffed animal.

\* Become an airport information expert - don’t worry, we’ll help you get there! Maintain a thorough knowledge of airport services and resources to successfully assist passengers.

\* Serve as a “Brand Ambassador” for the airport by anticipating customer needs and exceeding their expectations. Demonstrate this by professionalism, visibility, approachability, flexibility, reliability, accountability and by delivering the highest levels of customer service in everyday assignments, special projects and initiatives and is an active team contributor.

\* Assist with quarterly CRM Knowledge Base review and updates.

\* Utilize a variety of technology devices to assist customers with information requests and maintain a current level of knowledge about Denver International Airport by attending training, airport briefings and meetings with managers, supervisors, and stakeholders.

\* Work closely with internal and external stakeholders by developing relationships with governmental agencies and internal departments to ensure customer service goals and objectives are met.

\* Proactively provide assistance to passengers in emergency situations such as weather events, security breaches, train failures, and security level changes.

Remote Work Expectations:

\* Must have a quiet workspace, free from distraction.

\* Responsible for providing own office furniture (desk, chair lighting etc.). Responsible for providing own Wi-Fi/Internet service, meeting minimum upload/download speeds outlined by DEN Business Technologies (minimum connection of 10 megabytes download and 2-megabytes upload per second). DEN will provide technology equipment to perform duties, including but not limited to laptop, monitors, keyboard and mouse.

\* Participate in virtual and in person meetings with direct supervisor.

About You

We are looking for people who love to lend a helping hand and who thrive in exciting environments. A plus is if applicants have experience creating or accessing cases in a Customer Relationship Management (CRM) module as well as strong oral and written communication skills. This person should be outcome oriented and has demonstrated customer service experience specifically in a call center. This individual will focus on continuous improvement and should have the ability to successfully manage and maintain a wide variety of customer relations cases. The successful individual must be able to work on and manage multiple tasks/assignments simultaneously.

We are looking for candidates with some or all the following skills and experience:

\* 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

\* Experience in creating approved responses to corporate social media accounts

\* Strong verbal and written communication skills

\* One (1) year of professional level experience with Microsoft Word and Microsoft Excel

\* Sprinklr experience a plus

\* Experience working remotely

Availability requirements:

\* Schedule flexibility, with the ability to work evenings, weekends and Holidays

\* Position participates in a seniority-based shift bid

\* Hours of availability required 6:00 AM - 11:00 PM

\* Availability to extend and change shifts with short notice to support the operation

\* If weather conditions warrant or an Emergency Crisis Occurs employees can be required to work extended hours or shifts

We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:

\* Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.

\* Experience: Three (3) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries.

\* Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.

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

CC3450 Aviation Customer Service Agent II

To view the full job profile including position specifications, physical demands, and probationary period, click here.

Position Type

Oncall

Position Salary Range

\(22.16 - \)33.24

Starting Pay

$26/hour

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.