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 se