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City and County of Denver · 1 day ago

Aviation Customer Service Supervisor: Information Booth - Denver International Airport

Denver, CO

Full-time

Onsite

Mid Level

$32/hr - $36/hr

3+ years exp

The City and County of Denver is seeking an Aviation Customer Service Supervisor to oversee customer service staff at Denver International Airport. This role involves ensuring exceptional service delivery, supervising a team, and collaborating with various stakeholders to enhance the customer experience.

GovernmentHealth CareNon ProfitPublic SafetySecurity

No H1B

Responsibilities

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 daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents working at the Airport Information Booths

Works side by side with agents approximately 50% of the time, with the remaining time focused on administrative tasks and customer service-related projects

Works closely with peer Supervisor(s) and Lead Agent(s) to ensure that Agents are correctly assigned to priority locations at DEN to support customers most effectively

Proactively collaborates with peers to bring forward operational concerns and/or recommendations during leadership meetings

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

Ensures self and employees complete and meet all deadlines for training, special projects etc

Responsible for quality assurance audits of employees to ensure they are delivering the highest levels of service to our customers and following all departmental policies and procedures

Proficient in all areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as needed

Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Encourages regular communication, informs staff of relevant business issues and their impact on the organization

Serves as the primary point of contact during airport events, making in the moment decisions, adjusting staffing and working with a variety of internal and external stakeholders to collaborate, provide solutions and ideas to support the event keeping the customer experience in mind

Coaches, mentors, and challenges staff. Champions continuous improvement, including devising new strategies and new opportunities. Leads staff development initiatives that include training, development, and succession planning. Establishes performance expectations and standards for all levels of employees to achieve or exceed performance metrics and prepare them for the future

Serves as a liaison to internal and external stakeholder including but not limited to; the Federal Aviation Administration, Transportation Security Administration, Denver Police Department, Customs and Border Protection, Airport Operations, Ground Transportation and Concessions

Actively participates in strategy sessions looking for opportunities to improve the Customer Service team and overall customer experience at DEN

Other duties as assigned

Qualification

Supervisory experienceCustomer service managementProcess improvementBilingual GermanBilingual SpanishBilingual MandarinBilingual FrenchCoachingQuality assuranceCustomer service orientationCommunication skillsWork under pressureTeam collaborationMentoring