Lost and Found Representative - Portland International Airport (PDX)

The Portland International Airport (PDX) is Oregon’s largest and most dynamic airport, serving as a gateway to the Pacific Northwest. PDX is renowned for its exceptional customer service, operational efficiency, and commitment to sustainability. At the Port of Portland, we connect people with powerful opportunities and create value for our region.

About the role

We're looking for a customer service representative to help locate the owners of lost items onsite at Portland International Airport (PDX) and perform administrative tasks with attention to inventory accuracy and detail. As a collaborative teammate, you’ll provide compassionate assistance, handle customer interactions, and support emergency operations as a Level 1 essential employee under the Incident Command System.

Responsibilities

• Respond to incoming phone calls and online inquiries from customers regarding lost items, providing clear, accurate, and compassionate assistance.
• Handle a steady volume of customer interactions while maintaining professionalism and effectively de-escalating situations involving upset or frustrated customers.
• Catalog found items in the database with strong attention to detail and accuracy.
• Organize and store cataloged items in the correct locations to ensure efficient retrieval.
• Match found items to customer claims with precision and sound judgment.
• Coordinate the return of items to customers, including arranging shipping or scheduling in-person pickup.
• Send messages and make outbound calls to customers as needed to support the claims process.
• Complete individual assignments and projects, ranging from routine administrative tasks to more complex lost-item investigations.
• Support Airport Operations teams by performing other duties as assigned.
• Serve as a Level 1 essential employee during emergency operations, providing logistics support as part of the Incident Command System.

Requirements

• High school diploma or equivalent.
• Minimum one (1) year of demonstrated front-line customer service experience and/or working with the general public.
• Must successfully pass and maintain clearance of a comprehensive Criminal History Records Check and a Security Threat Assessment for a PDX Security Badge.

Skills

• Commitment to valuing differences among individuals and fostering an inclusive environment.
• Focus on safety improvements and compliance with safety and health policies and procedures.
• Strong teamwork and respect for others.
• Sensitivity to the needs of disabled individuals, non-English speakers, and other exceptional customers.
• Excellent customer service abilities, including effective telephone etiquette and de-escalation techniques.
• Clear and professional verbal and written communication skills.
• Solid understanding of administrative practices, organizational methods, and accuracy in task completion.
• Ability to apply creative problem-solving in fast-paced or unexpected situations.
• Familiarity with safety regulations and general Airport Operations procedures.