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 rate for this position is between $22.76 and $34.14. This position is eligible to enroll in the City and County of Denver’s 457b retirement plan. This position is not eligible for other additional benefits.

What You’ll Do 

This part time position presents an extraordinary opportunity for a highly motivated employee who thrives in a fast paced ever-changing environment and has Customer Relations Management (CRM), communications and customer service experience. The work of the part 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:

• Create cases 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 agency staff 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.

• Assists customers via phone, webchat, text, live video, social media, airport paging and email communications.

• Bring joy to passengers by providing them with accurate information, from recommendations on where to grab a coffee to where they can collect their child’s lost stuffed animal.

• Become an airport information expert – don’t worry, we’ll help you get there! Maintain a thorough knowledge of airport services and resources to successfully assist passengers.

• Serve as a “Brand Ambassador” for the airport by anticipating customer needs and exceeding their expectations. Demonstrate this by professionalism, visibility, approachability, flexibility, reliability, accountability and by delivering the highest levels of customer service in everyday assignments, special projects and initiatives and is an active team contributor.

• Assist with quarterly CRM Knowledge Base review and updates. 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 training, airport briefings and meetings with managers, supervisors, and stakeholders.

• Work closely with internal and external stakeholders by developing relationships with governmental agencies and internal departments to ensure customer service goals and objectives are met.

• Proactively provide assistance to passengers in emergency situations such as weather events, security breaches, train failures, and security level changes.

Location and Schedule  

• This is a part-time, hourly role, and will work an average of 20 hours per week, with a maximum of 39 hours per week. Flexibility is key as schedules can be adjusted to accommodate needs of the operation.

• This position is hybrid and must work at Denver International Airport a minimum of 2 days/month, after completing a 6 month probation period. During the first 6 months, employees will be training in person at the Denver International Airport. Upon successful completing the 6 month probation, the candidate may also be required to report to Denver International Airport for in person meetings, trainings and development programs.

• Employees will be expected to telecommute remotely at a designated workplace within the State of Colorado the remaining days

• Schedules are subject to change.

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 operationa