Part Time Aviation Customer Service Agent II - Denver International Airport
About the position Responsibilities • 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. • Assist customers via phone, webchat, text, live video, social media, airport paging and email communications. • Provide accurate information to passengers, including recommendations on services and assistance with lost items. • Maintain a thorough knowledge of airport services and resources to assist passengers effectively. • Serve as a 'Brand Ambassador' for the airport by anticipating customer needs and exceeding their expectations. • Assist with quarterly CRM Knowledge Base review and updates. • Utilize a variety of technology devices to assist customers with information requests. • Work closely with internal and external stakeholders to ensure customer service goals are met. • Proactively provide assistance to passengers in emergency situations. Requirements • Graduation from high school or possession of a GED, HiSET or TASC Certificate. • Two (2) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries. • Experience in creating or accessing cases in a Customer Relationship Management (CRM) module. • Strong verbal and written communication skills. • One (1) year of professional level experience with Microsoft Word and Microsoft Excel. Nice-to-haves • 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. • Sprinklr experience a plus. • Experience working remotely. Benefits • Competitive salary commensurate with education and experience. • Starting hourly rate between $22.76 and $34.14. • Eligible to enroll in the City and County of Denver's 457b retirement plan. Apply tot his job Apply tot his job