Aviation Customer Service Agent: International Arrivals

3 weeks ago

Denver, Colorado, United States City and County of Denver Full time
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 $25-$29/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 in person to Denver International Airport. Shifts are seniority based and can range anywhere from 6:00am-11:00pm, which could also include nights, holidays, and weekends.

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 $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.

Key Responsibilities Include:

As an Aviation Customer Service Agent assigned to the Concierge Team, you will be responsible for delivering exceptional service to customers traveling through our airport specifically those arriving from international destinations. Primary duties include assisting customers as they pass through the Federal Inspection Service (FIS) facility by managing various queue lines and by ensuring customers have the necessary documentation needed for the customs process. You will also responsible for providing meet & assist/concierge services to guests of the airport, groups, and passengers needing a little extra care as they travel. Additionally, you will have the ability to assist at airport Information Booths and strategic locations throughout DEN to assist customers with wayfinding etc.

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

In addition, you will have the opportunity to do the following:
  • 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.
  • Provide assistance to and ensure international arriving passengers flow efficiently throughout various queue lines throughout the Federal customs clearance process.
  • Provide an elevated experience when performing meet and assist and concierge-style services to guests of the airport, as well as passengers needing a little extra care when arriving or departing DEN
  • Support a variety of airport and employee related events, including meeting and greeting guests and coordinating logistics as required.
  • 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.
  • Provide tours of the airport to internal and external stakeholders, serving as a subject matter expert.
  • Become proficient in airfield driving to support and perform assignments related to the Concierge program
  • Monitor airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and report issues to the appropriate authority.
  • Proactively provide assistance to passengers in emergency situations such as weather events, security breaches, train failures, and security level changes.
  • Utilize a variety of technology devices to assist customers with information requests and maintain a current level of knowledge about DEN by attending training, airport briefings and meetings with managers, supervisors and stakeholders. Represent Customer Service at daily operational meetings with other airport operational organizations, airlines, Transportation Security Administration (TSA), and contract security providers as needed.
  • Maintain a thorough knowledge of airport services and resources to successfully assist the traveling public.
  • Perform other related duties as assigned.
What You'll Offer:

Our ideal candidate will have experience in the customer service industry and possess 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:
  • Five (5) years customer service experience working in an airline, airport, service, hotel or hospitality industry
  • Professional level experience in using Microsoft Outlook or Microsoft Word
  • Strong oral communication skills
  • Bilingual - German, Spanish, French, or Mandarin a plus
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. Customer Service Agents 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
Required minimum qualifications:
  • Education: Graduation from high school or possession of a GED Certificate.
  • 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.
Application Deadline:

This position is expected to stay open until 2/28/2025. Please submit your application as soon as possible and no later than 11:59pm on 2/27/2025 to ensure consideration.

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 AssessmentTeam@denvergov.org with a link to the assessment or test. We recommend that you add AssessmentTeam@denvergov.org to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact AssessmentTeam@denvergov.org.

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

Position Type
Unlimited

Position Salary Range
$22.01 - $33.02

Starting Pay
$25- $29/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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