About Our Job

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. Click here to find out about all the amazing benefits and reasons to work for CCD!  

What We Offer 

The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $32-$36/hour. We also offer generous benefits for full-time employees which include but is not limited to:

• Four (4) Medical Plans, Dental, Vision Insurance
• 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
• Yearly Merit Increase
• STD, LTD, HSA, FSA, Life Insurance
• CARE Bank, Family Leave Benefits
• Employee Assistance Program, Employee Volunteer Program
• Tuition Reimbursement (up to $2000/year), We Qualify for Student Loan Forgiveness Program
• Learning and Development Opportunities; Courses and Career Development Resources
• EcoPass (unlimited free RTD bus/train rides)

Location:

This position will report in person to Denver International Airport. The schedule will consist of 4 days with 10 hour shifts (Wednesday- Saturday, or Sunday- Wednesday). Shifts will fall within the operational hours of 6am-11pm and will include evenings, weekends and holidays.

What You'll Do:

As an Aviation Customer Relations (call center) Supervisor, you will be responsible for supervising the call center staff that performs aviation customer service work via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social media. Additionally, provides support at concourse and terminal information booths, the international arrivals facility, and other public areas of the airport.  You will work side-by-side with the agents to ensure delivery of exceptional service to customers before, during and after their travel experience through our airport.  Customer service employees primarily respond to requests for information and service from passengers and from the general public regarding airline operations, safety and security regulations, landside services, food, beverage and retail offerings, accommodations, passenger tracking, and other available customer service resources.

Other duties include:

• Serve as a “Brand Ambassador” for Denver International Airport (DEN) by anticipating customer needs and exceeding their expectations.  Demonstrates this through consistently being professional, visible, approachable, flexible, reliable, accountable and by delivering the highest levels of customer service in everyday assignments, special projects, and initiatives and is an active team contributor
• Responsible for the daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the Customer Relations (call center) Center.
• Proactively collaborates with peers to bring forward operational concerns and/or recommendations during weekly leadership meetings
• Work with peers to ensure optimal daily schedule coverage for all areas of the customer service department
• Prepares meeting agenda’s, hosts employee monthly meetings, captures meeting notes and proactively actions items from the meeting in need of attention.
• Responsible for developing and delivering thorough quarterly and annual performance reviews to direct reports sharing accurate, quantifiable feedback with employees based on 1:1 meetings, in person observations, and overall engagement with employee
• Responsible for ongoing quality assurance audits of employees to ensure they are delivering the highest levels of customer service to our customers and following all departmental policies and procedures
• Proficient in all three areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as needed
• Creates tickets in the Customer Relationship Management (CRM) platform (Sprinklr Advanced) related to customer inquiries, feedback, concerns, or complaints while assisting customers via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social media
• Resolve