Aviation Customer Service Agent (Call Center) - Denver International Airport

About Our Job

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
• Pension Plan for Life
• 457 (b) Retirement Plan
• PTO (over 3 weeks in your first year)
• 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

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:

• Manage 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.
• Absorb and assist 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 5x8 or 4x10 format, 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 yourself, your work, the people around you, and Denver to the next level. Our ideal candidate has some or all of the following experience, skills, and characteristics:

• 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.

Required Minimum Qualifications

• Education Requirement: Graduation from high school or possession of a GED, HiSET, or TASC Certificate.
• Experience Requirement: Two (2) years of customer service work for airlines, call center, hospitality, ground transportation, or other related industries.

License/Certification Requirement

Requires a valid Driver's License at the time of application. Licenses and certifications must be kept current as a condition of employment.

About DEN

Since opening on Feb. 28, 1995, Denver International Airport (DEN) has become one of the world’s busiest airports. In 2025, 82,427,962 passengers passed through DEN, making DEN 4th busiest airport in the U.S. and the world’s 10th busiest airport. DEN is Colorado’s primary economic engine, generating $47.2 billion in annual economic impact for the state. At DEN, we are committed to fostering a diverse, inclusive, and equitable workplace. We celebrate individuality and strive to keep Equity, Diversity, Inclusion & Accessibility (EDIA) at the center of all that we do.

Application Deadline and Requirements

To be considered for this position, you must include the following on your job application (upload the attachment(s) to the Resume/CV section on the My Experience tab): Resume. This position is expected to stay open until 9/8. Please submit your application as soon as possible and no later than 11:59pm on 9/7 to ensure consideration. Internal Candidates Only: Please note that probationary employees are not eligible to apply to open positions until they’ve successfully passed probation. Please only apply if you have already passed the probation period.