Job description

Customer Service Supervisor and Agent positions at Denver International Airport

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.

Positions within DEN Customer Service present an extraordinary opportunity for highly motivated employees who thrive in a fast-paced ever-changing environment and have call center, communications and customer service experience. The work of the Customer Service Supervisor/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.

As a member of the customer service team, you can expect to:

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

We have multiple vacancies for your review. Applicants will be considered based on qualifications and may be hired as a full time Supervisor, full time Agent or part time Agent.

Customer Relations Supervisor Full Time (Hiring Range: $24.90-$37.35)

Responsible for supervising the customer relations/call center staff who assist customers via phone, webchat, text, live video, social media, airport paging and email communications. Conducts ongoing quality assurance audits of agent/customer engagements. Develops schedule bids and constantly manages operation coverage. Coach employees to success.

• Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Three (3) years of experience as a supervisor working in an airport, airline, retail, restaurant or hospitality industry
• One (1) year of experience working in a call center is required
• Experience with Sprinklr/Sprinklr Modern Care lite preferred

*All interested candidates must apply directly on the following site: https://denver.wd1.myworkdayjobs.com/CCD-denver-denvergov-CSC_Jobs-Civil_service_jobs-Police_Jobs-Fire_Jobs/job/Denver-International-Airport/Aviation-Customer-Service-Supervisor---Denver-International-Airport_R0055746

Customer Relations Agent Full Time/Hybrid & Part Time/Hybrid 20-39(Hiring Range: $19.72-$29.58)

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

• Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Two (2) 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
• Experience in creating approved responses to corporate social media accounts is preferred

*All interested candidates must apply directly on the following site:

https://denver.wd1.myworkdayjobs.com/CCD-denver-denvergov-CSC_Jobs-Civil_service_jobs-Police_Jobs-Fire_Jobs/job/Denver-International-Airport/Aviation-Customer-Relations-Agent---Denver-International-Airport_R0055867

https://denver.wd1.myworkdayjobs.com/CCD-denver-denvergov-CSC_Jobs-Civil_service_jobs-Police_Jobs-Fire_Jobs/job/Denver-International-Airport/Call-Center-Agent--Hybrid-Part-Time----Denver-International-Airport_R0055558-1

Concierge Agent Full Time (Hiring Range: $19.72-$29.58)

Assists customers in our international arrival facility by ensuring they navigate the facility as seamlessly as possible, providing wayfinding assistance, answering questions and managing lines. Provides meet and assist services to groups and customers in need of extra care and attention.

• Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Two (2) years customer service experience working in an airline, airport, service, hotel, or hospitality industry preferred.

*All interested candidates must apply directly on the following site:

https://denver.wd1.myworkdayjobs.com/CCD-denver-denvergov-CSC_Jobs-Civil_service_jobs-Police_Jobs-Fire_Jobs/job/Denver-International-Airport/Aviation-Customer-Service-Agent---Denver-International-

Bilingual skills are a plus in these frequently used languages: German, French, Spanish & Russian.

Schedule

• Schedule flexibility required, 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
• Customer Service Agents (Concierge) in International Arrivals need to be available when international flights are delayed/changed or as meet and assist/concierge services are requested
• If weather conditions warrant or an emergency crisis occurs employees can be required to work extended hours or shifts
• Full time positions are 40 hours per week/Part time positions are 20-39 hours per week based on business/operational need.

Job Types: Full-time, Part-time

Pay: $19.72 - $37.35 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years
• 3 years

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Weekend availability

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Denver, CO 80249: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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