Call Center/Customer Relations Agent – Remote/Part Time
Full Time
Denver International Airport, CO
Posted
Job description
About Our Job
The City and County of Denver utilizes a hybrid model workplace that balances the responsibilities of public service with the benefits of a flexible work environment. Employees work where needed, at a city site and/or in the field at least three days a week and telecommute remotely at a designated workplace within the State of Colorado the remaining days.
On-call positions will work no more than 39 hours per week
and are not
eligible for benefits. On-call positions may have routine or variable work schedules.
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 $33 billion for the region annually and employing nearly 30,000 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.
This position presents an extraordinary opportunity for a highly motivated employee who thrives on a fast paced ever changing environment and has extensive Customer Relations Management (CRM), communications and customer service experience. The work of the 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.
This position will work remotely, however will be required to complete onboarding and training at DEN (approximately 4-6 weeks). On occasion the successful candidate may also be required to report to DEN for meetings and other training and development programs.
In addition, you will have the opportunity to do the following:
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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
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Assists customers via telephone, email, web chat, live video chat, (visual engagement platform), social media, text messaging and through other written communication specific to inquiries, feedback or concerns related to services provided by Denver International Airport
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Creates cases in the Customer Relationship Management (CRM) platform related to customer inquiries, feedback, or concerns
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Acts as a liaison between the customer and department or agency staff by following up on customer requests or complaints and solving problems related to service issues; possesses the authority to resolve discrepancies in city provided services
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Assists with quarterly CRM Knowledge Base review and updates
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Maintain a thorough knowledge of airport services and resources to successfully assist the traveling public
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Utilizes a variety of technology devices to assist customers with information requests and maintains a current level of knowledge about Denver International Airport by attending training, airport briefings and meetings with managers, supervisors, and stakeholders
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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
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Proactively provide assistance to passengers in emergency situations such as weather events, security breaches, train failures, and security level changes
Remote Work Expectations:
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Must have a quiet workspace, free from distraction in the State of Colorado
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Responsible for providing own office furniture (desk, chair lighting etc.)
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Responsible for providing own Wi-Fi/Internet service, meeting minimum upload/download speeds outlined by DEN Business Technologies (ADD)
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DEN will provide technology equipment to perform duties, including but not limited to laptop, monitors, desk phone and cell phone etc.
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Must participate in virtual meetings with direct Supervisor
About You
We are looking for Individuals who have experience creating or accessing cases in a Customer Relationship Management (CRM) module and strong oral and written communication skills. An individual, who is outcome oriented, and has demonstrated customer service experience. A focus on continuous improvement and the ability to successfully manage and maintain a wide variety of customer relations cases. The successful individual must be able to work on and manage multiple tasks/assignments simultaneously.
We are looking for candidates with some or all the following skills and experience:
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Five (5) years customer service experience working in an airline, airport, service, hotel or hospitality industry preferred
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One (1) year experience working in a call center environment
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Experience in creating approved responses to corporate social media accounts
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Strong verbal and written communication skills
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One (1) year of professional level experience with Microsoft Word and Microsoft Excel
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Salesforce experience a plus
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Experience working remotely
Availability requirements:
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Schedule flexibility, with the ability to work evenings, weekends and Holidays
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Regular hours 6:00 AM - 11:00 PM but flexibility needed between 4:00 AM – 1:00 AM if needed
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Availability to extend and change shifts with short notice due to operational need
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If weather conditions warrant or an emergency crisis occurs employees can be required to work extended hours or shifts
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
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Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
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Experience: Three (3) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries
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Equivalency: Additional appropriate education may be substituted for the minimum experience requirements
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
To view the full job profile including position specifications, physical demands, and probationary period, click
here
.
Position Type
Oncall
Position Salary Range
$19.72 - $29.58
Starting Pay
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.
For information about right to work, click
here
for English or
here
for Spanish.
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