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Experienced Lead Aviation Customer Service Agent - Denver International Airport
Are you a customer service expert with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and have a knack for making a lasting impression? Look no further! arenaflex, the City and County of Denver, is seeking a highly motivated and experienced Lead Aviation Customer Service Agent to join our team at the Denver International Airport (DEN). About arenaflex arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. With a workforce of over 11,000 team members, we are committed to fostering a culture of respect, empathy, and understanding. Our mission is to provide exceptional service to our customers, while promoting a positive and supportive work environment for our employees. What We Offer As a Lead Aviation Customer Service Agent with arenaflex, you can expect a competitive salary commensurate with your education and experience, ranging from $29 to $33 per hour. You will also enjoy a comprehensive benefits package, including * Four (4) Medical Plans * Dental, Vision Insurance * Pension Plan for Life (Employee contributes 8.45%, Employer matches at 17.95%) * 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) Job Responsibilities As a Lead Aviation Customer Service Agent, you will be responsible for delivering exceptional service to customers traveling through our airport. Your 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 customers in our Federal Inspection Service (FIS) facility, at the Information Booths, and through our Customer Relations Center. * Providing meet and greet concierge-style services to VIP guests arriving and departing Denver International Airport. * Being proficient in and performing the job duties of each work unit within Customer Service (Concierge Services, FIS, Information Booths, and CRC). * Willing and capable to assist where needed. * Serving as a resource to the Supervisors and Agents and making recommendations for improved efficiencies. * Having a heightened awareness of Customer Services policies and procedures. * Making recommendations and assisting with the development or revision of such documents. * Conducting Daily Briefings as needed, encouraging regular communication, informing staff of relevant business issues, and their impact on the organization. * Resolving problems encountered during daily operations and determining appropriate solutions; promoting teamwork. * Serving 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. * Resolving problems encountered during daily operations and determining appropriate solutions; promoting teamwork. * Helping support operational communication distribution. * Acting as a Customer Service Representative at DEN meetings and events as needed. * Conducting deliveries and maintaining inventory of supplies at Information Booths. * Mentoring new team members. * Actively involved in training and onboarding. * Performing 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 * Four (4) years of 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. Required Minimum Qualifications * Graduation from high school or the possession of a GED, HiSET, or TASC Certificate. * Four (4) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries. * 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 than 1159pm 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. 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 Apply Job! Apply for this job
