City and County of Denver · 4 hours ago
Aviation Customer Experience Specialist - Denver International Airport
Denver, CO
Full-time
Onsite
Mid, Senior Level
$26.84/hr - $35/hr
5+ years expThe City and County of Denver is seeking an Aviation Customer Experience Specialist to join the customer experience team at Denver International Airport (DEN). The role focuses on enhancing the customer experience by monitoring and maintaining passenger-facing areas, coordinating with stakeholders, and addressing service gaps.
GovernmentHealth CareNon ProfitPublic SafetySecurity
No H1B
Responsibilities
Be assigned one of DEN’s concourses or terminal as your primary work location. Your work area will be mobile within the concourses or terminal, without a traditionally assigned workstation
Monitors restrooms, gate-hold areas, nursing rooms, pet relief areas and other passenger facing areas to ensure the area is clean, in well repair and ready for our customers
Reports areas failing to meet set program parameters for further action and follow-up
Coordinates action of your assigned concourse or terminal location(s) to include but not limited to nursing mother rooms, restrooms, pet relief areas, patios, and other spaces with applicable DEN stakeholders to ensure areas adhere to Customer Experience inspections program parameters
Provides continuous monitoring and evaluation of assigned program areas
Review daily passenger volume metrics and anticipate potential issues before they happen
Identify problem areas and service gaps of passenger facing facilities and coordinate a response to address identified problem areas
Create weekly summary reports of areas identified and actions taken to address problem areas
Utilize customer voice data and reporting to develop a plan of action and to resolve issues within DEN’s customer facing areas
Collect voice of the customer survey data information by actively soliciting survey responses from customers as needed
Create relationships with and attend team briefings with stakeholders on your assigned concourse or terminal to remain knowledgeable of changes or updates to your work area and communicate out these changes and updates as necessary
Further develop and revise procedures and strategies to address customer facing issues
Explain and communicate applicable laws, regulations, and guidelines to customers of airport policies or practices as appropriate
Assist customers as needed when encountered through your daily operation
Assist and coordinate escorting customers as necessary
Assist customers in irregular operations to include weather events, queueing, emergency response, transpiration outages, and alternate passenger flows due to construction or repair work
Work with other divisions to determine and coordinate performance standards
Proposes customer experience enhancements to leadership and prepare budget justifications for these enhancements
Other duties as assigned
Qualification
Required
Graduation from high school or the possession of a GED, HiSET or TASC Certificate
Five (5) years of technical or administrative experience performing standard research and evaluation, case management, and/or implementing work processes
One (1) year of the appropriate type and level of education may be substituted for each required year experience
Preferred
Passionate about the travel experience and ensuring a positive experience for customers while serving as a customer advocate
Outgoing personality that is willing to approach customers and strike conversation
Background in customer service or hospitality industries operations
Change management champion who doesn't settle for the status quo
Able to review and translate data and metrics
Enjoys working in an ever changing and fast paced environment
Prefers a work environment that is always mobile, without a specified duty station
Will be the 'boots on the ground' and be the eyes and ears of our customers
A self-starter who identifies problems and takes action to solve them
Able to work any shift with a 24-hour, seven day a week operation. This includes weekends and holidays
Reliable means of transportation that is not affected by changing weather conditions
Willing to work an on-site position that requires schedule flexibility
Benefits
A guaranteed life-long monthly pension, once vested after 5 years of service
457B Retirement Plan
140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
Competitive medical, dental and vision plans effective within 1 month of start date
Company
City and County of Denver
The City and County of Denver has adopted the ''Adoption of Level Red-Severe Risk'' Public Health Order, as amended by Colorado Public Health.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$2.37MKey Investors
Consumer Product Safety CommissionOpportunity Now ColoradoUS Department of Commerce, Economic Development Administation
2024-07-02Grant· $0.08M
2024-03-19Grant· $1.54M
2023-11-09Grant· $0.75M
Leadership Team
Merlin Namuth
Chief Information Security Officer (CISO)
Recent News
Purchaser Business Group on Health
2025-10-14
2025-09-16
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