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 DEN’s diverse, inclusive and talented workforce of more than 37,000 team members who are at the heart of what makes Denver, Denver.

What We Offer

The City and County of Denver offers a competitive salary commensurate with education and experience.The target starting hourly pay for this position is $24.00 to $28.00 an hour. We also offer generous benefits for full-time employees which include but is not limited to:

• Medical Plans, Dental, Vision Insurance – eligible within 1 month of your start date
• 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
• STD, LTD, HSA, FSA, Life Insurance
• CARE Bank, Family Leave Benefits
• Employee Assistance Program, Employee Volunteer Program
• EcoPass (unlimited free RTD bus/train rides)
• Learning and Development Opportunities; Courses and Career Development Resources And so much more!!!

What You’ll Do

This full-time position presents an extraordinary opportunity for a highly motivated employee who thrives in a fast-paced ever-changing environment and has call center, communications and customer service experience. The work of the full-time Customer Relations 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.

In addition, you will have the opportunity to do the following:

• Manages engagements 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 stakeholders by following up on customer requests or complaints and solving problems related to service issues; possess the authority to resolve discrepancies in city provided services.
• Assists customers via phone, webchat, text, live video, social media, airport paging and email communications.
• Become an airport information expert by maintaining a strong knowledge of airport services and resources to provide passengers with accurate information from recommending where to grab a coffee to helping locate a child’s lost stuffed animal.
• Serve as a “Brand Ambassador” for the airport by demonstrating professionalism, visibility, approachability, flexibility, reliability, accountability and by delivering the highest levels of customer service in everyday assignments, special projects and initiatives.
• 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 trainings and meetings with managers, supervisors, and stakeholders.
• Work closely with internal and external stakeholders by developing relationships to ensure customer service goals and objectives are met.
• Proactively assist passengers in emergency situations such as weather events, irregular operations, and other urgent situations.

Location and Schedule

• This is a full-time, hourly role, and will work 40 hours per week, Flexibility is key as schedules may be adjusted to accommodate needs of the operation.
• Schedules may follow either a 5x8or4x10format, depending on operational needs and schedule bids. Schedules are subject to change and are seniority based.
• During the first 6 months of employment, all employees will participate in in-person training at Denver International Airport (DEN).
• Upon successful completion of the 6-month probation period, employees may be eligible for a hybrid schedule (based on seniority and/or schedule bid).
• Work-from-home days are based on performance and operational need and are based on Mayoral Administration policies and/or DEN CEO direction.
• Employees will be expected to telecommute remotely at their designated workplace within the State of Colorado the remaining work from home days.

What You’ll Bring

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You’ll be right at home here if you cultivate strong relationships and push yours…