Lead Aviation Customer Service Agent - Denver International Airport - Exceptional Customer Experience & Team Leadership

Join the Team at Denver International Airport

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Do you thrive in fast-paced, dynamic environments and have a strong desire to make a positive impact? We are seeking a highly motivated and experienced Lead Aviation Customer Service Agent to join our team at Denver International Airport (DEN), one of the busiest airports in the world.

About Denver International Airport

Denver International Airport is the primary economic engine for the state of Colorado, generating over $33 billion for the region annually and employing nearly 30,000 people. As a Lead Customer Service Agent, you will play a critical role in enhancing the customer experience for travelers passing through our airport. Our team is committed to fostering a diverse, inclusive, and equitable workplace, celebrating individuality, and uplifting all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities.

Job Summary

We are looking for a seasoned customer service professional to lead our Aviation Customer Service team at DEN. As a Lead Customer Service Agent, you will be responsible for delivering exceptional service to customers, supporting the Aviation Customer Service Supervisor team, and providing concierge-style services to VIP guests. This is a unique opportunity to work in a fast-paced, ever-changing environment, making a significant impact on the customer experience and collaborating with internal and external stakeholders.

Key Responsibilities:

• Provide exceptional customer service to travelers passing through DEN, responding to their needs, and resolving issues in a timely and professional manner.
• Support the Aviation Customer Service Supervisor team with operational duties, such as scheduling breaks, developing shift bids, and assisting agents and customers in the Federal Inspection Service (FIS) facility, Information Booths, and Customer Relations Center.
• Serve as a resource to Supervisors and Agents, making recommendations for improved efficiencies and providing guidance on Customer Service policies and procedures.
• Conduct Daily Briefings, encourage regular communication, and inform staff of relevant business issues and their impact on the organization.
• Resolve problems encountered during daily operations, determining appropriate solutions, and promoting teamwork.
• Act as a liaison with internal and external stakeholders during special events, weather, and emergency situations that have an operational impact on the traveling public.
• Mentor new team members and participate in training and onboarding.
• Perform other related duties as assigned.

Requirements and Qualifications

Essential Qualifications:

• Four (4) years of customer service experience working in an airline, airport, service, hotel, or hospitality industry.
• Proficiency in using Microsoft Outlook, Microsoft Word, and Microsoft Excel.
• Strong oral and written 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.

Preferred Qualifications:

• Experience working in a leadership or supervisory role.
• Knowledge of customer service principles and practices.
• Experience with inventory management and supply chain logistics.
• Familiarity with airport operations and procedures.

What We Offer

Competitive Compensation and Benefits:

• Competitive salary range: $29 - $33/hour, based on education and experience.
• Generous benefits package, including:
  • Four (4) Medical Plans
  • Dental and 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)
  • 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
• EcoPass (unlimited free RTD bus/train rides)

Career Growth Opportunities:

• Opportunities for professional growth and development.
• Training and onboarding programs.
• Mentorship and coaching.
• Leadership development programs.

Work Environment and Culture

Our Culture:

• Diverse, inclusive, and equitable workplace.
• Commitment to fostering a positive and supportive work environment.
• Opportunities for collaboration and teamwork.
• Recognition and rewards for outstanding performance.

Work Environment:

• Reports to Denver International Airport.
• Must be able to work in a fast-paced, dynamic environment.
• May be required to work extended hours or shifts during emergency situations.

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to ensure consideration.

Application Deadline: 11/11/2024

Contact Information: [email protected]

Conclusion

Join our team at Denver International Airport and make a significant impact on the customer experience. We offer a competitive salary, generous benefits, and opportunities for professional growth and development. If you are passionate about delivering exceptional customer service and leading high-performing teams, we encourage you to apply for this exciting opportunity.