What are the responsibilities and job description for the Aviation Customer Service Agent II – Denver International Airport position at City and County of Denver?
About Our Job
With competitive pay, and endless opportunities, working for the City and County of Denver, DEN 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 starting hourly pay for this role is between $23 - $29 per hour. We also offer generous benefits for full-time employees which include but are 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:
- 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.
- Manages engagements in the Customer Relations Management (CRM) platform (Sprinklr Advanced) related to customer inquiries, feedback, or concerns.
- Assists customers via phone, webchat, text, live video, social media, airport paging and email communications.
- 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.
- Become an airport information expert by maintaining a strong knowledge of airport services and resources to provide passengers with accurate information.
- Proactively assist passengers in emergency situations such as weather events, irregular operations, and other urgent situations.
- Participate in training and development opportunities to ensure accuracy and proficiency in role.
- Provide support to other areas within the customer service department as needed, including international arrivals and the information booths.
- Perform other related duties as assigned.
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 the needs of the operation.
- Schedules may follow either a 5x8 or 4x10 format, depending on operational needs and schedule bids. Schedules are subject to change and are seniority based.
- Only the 5x8 schedule can be a hybrid position and must work on-site at DEN a minimum of 3 days per week. The remote days must be at a designated workplace within the State of Colorado.
- Work from home will take effect once the 6-month probationary period has been passed and the leadership team has determined you are proficient in your role.
- The 4x10 schedule is considered a compressed schedule and is not eligible for work from home.
- Employee airport parking provided.
Remote Work Expectations
- Must have a quiet workspace, free from distraction.
- Responsible for providing own office furniture (desk, chair lighting etc.).
- Responsible for providing own Wi-Fi/Internet service, meeting minimum upload/download speeds outlined by DEN Business Technologies (minimum connection of 10 megabytes download and 2- megabytes upload per second). DEN will provide technology equipment to perform duties, including but not limited to laptop, monitors, keyboard and mouse.
- Participate in virtual and in person meetings with direct supervisor.
- Reporting to Denver International Airport may be required for operational need, training, and mandatory meetings
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 yourself, your work, the people around you and Denver to the next level.
We are looking for people who love to lend a helping hand and who thrive in exciting environments. A plus is if applicants have experience creating or accessing cases in a Customer Relationship Management (CRM) module as well as strong oral and written communication skills. This person should be outcome oriented and has demonstrated customer service experience specifically in a call center. This individual will focus on continuous improvement and should have 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:
- 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
- Strong verbal and written communication skills
- One (1) year of professional level experience with Microsoft Word and Microsoft Excel
- Sprinklr experience a plus
- Experience working remotely
Availability Requirements:
- Must be within 1 hour travel time from Denver International Airport
- Schedule flexibility, with the ability to work evenings, weekends and Holidays
- Position participates in a seniority-based shift bid
- Hours of availability required 6:00 AM – 11:00 PM
- Availability to extend and change shifts with short notice to support the operation
- If weather conditions warrant or an emergency crisis occurs employees can be required to work extended hours or shifts
Required Minimum Qualifications
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
- Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
- Experience: Two (2) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries.
- 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.
Shift Work/Emergency Duties
Denver International Airport is a 24/7/365 team operation. If staffing challenges arise, weather conditions warrant, or an emergency crisis occurs, all DEN employees will be required to work extended hours and/or alternative shifts (includes nights, weekends, and holidays).
About DEN
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 $36.4 billion for the region annually and employing nearly 37,000 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.
Application Deadline
This position is expected to stay open until 10/10. Please submit your application as soon as possible prior to 10/10 to ensure consideration.
As of 9/1/2025, this position no longer requires a time of application assessment.
About Everything Else
Job Profile
CC3450 Aviation Customer Service Agent II
To view the full job profile including position specifications, physical demands, and probationary period, click
here
.
Position Type
Unlimited
Position Salary Range
$23.33 - $35.00
Target Pay
$23 - $29 per hour; Based on education and experince
Agency
Denver International Airport
Redeployment during Citywide Emergencies
City and County of Denver employees may be re-deployed to work in other capacities in their own agencies or in other city agencies to support core functions of the city during a citywide emergency declared by the Mayor.
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.
It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact
Jobs@Denvergov.org
with three business days’ notice.
Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.
For information about right to work, click
here
for English or here
for Spanish.Salary : $23 - $29
