Lead Aviation Customer Service Agent - Denver International Airport

About Our Job With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose ? for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. Click here to find out about all the amazing benefits and reasons to work for CCD! What We Offer The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $29 - $33/hour. We also offer generous benefits for full-time employees which include but is not limited to: Four (4) Medical Plans, Dental, Vision Insurance Pension Plan for Life (Employee contributes 8.45%, Employer matches at 17.95%) and 457 (b) Retirement Plan PTO (over 3 weeks in your first year) and 12 paid holidays Yearly Merit Increase STD, LTD, HSA, FSA, Life Insurance CARE... Bank, Family Leave Benefits Employee Assistance Program, Employee Volunteer Program Tuition Reimbursement (up to $2000/year), We Qualify for Student Loan Forgiveness Program Learning and Development Opportunities; Courses and Career Development Resources EcoPass (unlimited free RTD bus/train rides) Location This position will report fully in person to Denver International Airport. What You?ll Do 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 a Lead Customer Service Agent, you will be responsible for delivering exceptional service to customers traveling through our airport. Primary duties will include supporting the Aviation Customer Service Supervisor team with operational duties such as scheduling breaks, developing shift bids and assisting agents and our customers in our Federal Inspection Service (FIS) facility, at the Information Booths and through our Customer Relations Center. You may also be required to provide meet and greet concierge style services to VIP guests arriving and departing Denver International Airport. This position presents an extraordinary opportunity for a highly motivated employee who thrives on a fast paced ever changing environment. The work of the Lead Customer Service 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. Job Responsibilities will include: Is proficient in and performs the job duties of each work unit within Customer Service (Concierge Services, FIS, Information Booths and CRC) Willing and capable to assist where needed. Serves as a resource to the Supervisors and Agents and makes recommendations for improved efficiencies. Has a heightened awareness of Customer Services policies and procedures. Makes recommendations and assists with the development or revision of such documents In the absence of a Supervisor, conducts Daily Briefings as needed, encouraging regular communication, informs staff of relevant business issues and their impact on the organization. Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Serves as a liaison with a variety of internal and external stakeholders during special events, weather and emergency situations that have an operational impact on the traveling public. Ability to make in-the-moment operational decisions to support agents including determining work priorities, position assignments and breaks. Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Helps support operational communication distribution. Acts as Customer Service Representative at DEN meetings and events as needed. Conducts deliveries and maintains inventory of supplies at Information Booths. Mentor to new team members. Actively involved in training and onboarding. Performs other related duties as assigned. What You'll Offer Our ideal candidate will have experience in the customer service industry and have strong oral and written communication skills. We are looking for someone who is outcome oriented, strives to exceed customer expectations, has a positive attitude, and a focus on successful customer engagement. In addition, the ideal candidate will have the following skills and experience: Four (4) years customer service experience working in an airline, airport, service, hotel or hospitality industry Proficiency in using Microsoft Outlook, Microsoft Word, Microsoft Excel. Strong oral communication skills Bilingual - German, Spanish, or Mandarin a plus Availability requirements: Schedule flexibility, with the ability to work evenings, weekends and Holidays. Position participates in operational shift & vacation bid. Availability to extend and change shifts with short notice based on unusual/emergency operations. If weather conditions warrant or an emergency crisis occurs employees can be required to work extended hours of shifts. Required Minimum Qualifications Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate. Experience: Four (4) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries. Licensures/Certification(s): By position, requires a valid Driver's License at the time of application. Equivalency: Additional appropriate education may be substituted for one (1) year of the minimum experience requirements. Application Deadline This position is expected to stay open until 11/11/2024. Please submit your application as soon as possible and no later that 11:59pm on 11/10/2024 to ensure consideration. 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 CC3226 Aviation Customer Service Agent Lead To view the full job profile including position specifications, physical demands, and probationary period, click here. Position Type Unlimited Position Salary Range $24.11 - $36.17 Starting Pay $29- $33/hour 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. It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact Jobs@Denvergov.org with three business days? notice. Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S. For information about right to work, click here for English or here for Spanish. With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose ? for you, and those who benefit from your passion, skills and expertise. See yourself experiencing growth and balance. See yourself being respected and valued. See yourself belonging here. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. Your journey starts right here. #SeeYourselfHere

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