What are the responsibilities and job description for the Airport Queue Quality and Customer Experience Agent position at American Automation Services?
Queue Quality & Customer Experience Agent (TQM)
Location: Denver International Airport (DEN)
Employment Type: Full-Time
Reports To: Operations Supervisor
About American Automation Services
American Automation Services (AAS) is an innovative provider of customer service, operational support, and integrated security solutions serving airports, commercial facilities, public venues, and critical infrastructure.
For more than 25 years, AAS has partnered with clients to deliver safe, efficient, and customer-focused operations by combining highly trained professionals, advanced technology, and operational excellence.
At Denver International Airport, AAS supports passenger movement, queue management, and customer service operations that help create a positive travel experience while maintaining safety and operational efficiency.
Position Summary
The Queue Quality & Customer Experience Agent (TQM) is responsible for promoting the safe, efficient, and orderly movement of passengers throughout Denver International Airport while delivering exceptional customer service.
This position monitors passenger flow, supports wayfinding, observes queue conditions, identifies opportunities to improve operational efficiency, and provides travelers with accurate information and assistance. Working closely with airport stakeholders, the Queue Quality & Customer Experience Agent helps ensure that passengers move through airport facilities smoothly while maintaining the highest standards of professionalism and service.
Essential Responsibilities
The Queue Quality & Customer Experience Agent will:
Passenger Experience
- Welcome and assist passengers with professionalism and courtesy.
- Provide directions and wayfinding assistance throughout the airport.
- Answer questions regarding airlines, gates, security checkpoints, baggage claim, airport amenities, and ground transportation.
- Deliver exceptional customer service to travelers from diverse backgrounds.
Queue Quality Management
- Monitor passenger queues to promote safe and efficient movement.
- Observe passenger traffic patterns and identify congestion points.
- Support efficient movement through TSA security checkpoint queues.
- Assist with passenger distribution during peak travel periods.
- Report operational issues affecting passenger flow.
Operational Excellence
- Maintain awareness of airport operations and changing conditions.
- Communicate operational concerns to supervisors.
- Identify opportunities to improve customer experience and operational efficiency.
- Complete required operational reports and documentation.
- Follow all airport, TSA, and AAS policies and procedures.
- Support special events, irregular operations, and emergency procedures as directed.
Qualifications
Successful candidates will possess:
- Outstanding customer service skills.
- Excellent verbal communication skills.
- Strong interpersonal skills.
- Ability to remain calm in fast-paced environments.
- Excellent observational skills.
- Strong situational awareness.
- Effective problem-solving abilities.
- Professional appearance and demeanor.
- Ability to work independently and collaboratively.
Preferred Qualifications
- Airport customer service experience.
- Hospitality experience.
- Aviation or airline experience.
- Security operations experience.
- Experience managing customer queues or crowd flow.
- Bilingual or multilingual communication skills.
- Experience working with the public in high-volume environments.
Physical Requirements
The position requires the ability to:
- Walk throughout large airport terminals for extended periods.
- Stand for prolonged periods.
- Work indoors and outdoors in varying weather conditions.
- Lift up to 25 pounds occasionally.
- Work mornings, evenings, weekends, holidays, and overtime when required.
Required Qualifications
- High school diploma or equivalent.
- Minimum age of 18 years.
- Ability to pass required background investigations.
- Ability to obtain and maintain a Denver International Airport SIDA badge and any other required airport credentials.
- Reliable transportation.
Core Competencies
- Customer Focus
- Service Excellence
- Operational Awareness
- Queue Management
- Professional Communication
- Teamwork
- Adaptability
- Accountability
- Conflict Resolution
- Problem Solving
- Integrity
- Safety Mindset
Why Join American Automation Services?
At American Automation Services, every employee contributes to creating a safe, welcoming, and efficient airport environment. As a Queue Quality & Customer Experience Agent, you will have the opportunity to make a meaningful impact on the travel experience of millions of passengers each year.
We offer:
- Competitive pay and benefits
- Paid training
- Professional development opportunities
- Career advancement pathways
- Exposure to airport operations and aviation
- A collaborative and inclusive team environment
- Opportunities to work with innovative technology and operational systems
Why This Role Matters
The Queue Quality & Customer Experience Agent is often the first DEN representative that travelers encounter. Your ability to manage passenger flow, provide accurate information, and deliver outstanding service helps reduce congestion, improve the customer experience, and support the safe, efficient operation of one of the busiest airports in the world.
Apply today -- either through this site or visit our website at www.aas-x.com/careers