United States Job Openings

City and County of Denver

Aviation Customer Relations Call Center Agent (Hybrid/Part Time) - Denver International Airport

PART TIME

October 24, 2024

About Our Job

With competitive pay, and endless opportunities, working for the City and County of Denver, DEN means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join DEN’s diverse, inclusive and talented workforce of more than 37,000 team members who are at the heart of what makes Denver, Denver.

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 $22.76 - $34.14. This position is eligible to enroll in the City and County of Denver’s 457b retirement plan. This position is not eligible for other additional benefits.

What You’ll 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.

Location and Schedule

This is a part-time, hourly role, and will work an average of 30 hours per week, with a maximum of 39 hours per week.
This position is hybrid and must work at Denver International Airport a minimum of 2 days/month, after completing a 6 month probation period. During the first 6 months, employees will be training in person at the Denver International Airport. Upon successful completing the 6 month probation, the candidate may also be required to report to Denver International Airport 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
Schedules are subject to change.

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.
Reporting to Denver International Airport may be required for operational need, training, and mandatory meetings.

What You’ll Bring

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.

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

Must be within 1 hour travel time from Denver International Airport
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

Required Minimum Qualifications

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, Hi SET or TASC Certificate.
Experience: Two (2) 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.

Shift Work/Emergency Duties

Denver International Airport is a 24/7/365 team operation. If staffing challenges arise, weather conditions warrant, or an emergency crisis occurs, all DEN employees will be required to work extended hours and/or alternative shifts (includes nights, weekends, and holidays).

About DEN

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 $36.4 billion for the region annually and employing nearly 37,000 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.

Application Deadline

This position is expected to stay open until 11/1 at midnight. Please submit your application as soon as possible and no later than 10/31, at midnight.

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

$22.76 - $34.14

Starting Pay

$27/hr to $31/hr; 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.

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