Aviation, Part Time, Temporary - Customer Service Representative

Customer Service Representative
- Temp

About Austin-Bergstrom International Airport:
Owned by the City of Austin and operated by the Department of Aviation, Austin-Bergstrom International Airport is an economic engine, supplying over 74,000 direct and indirect jobs in the Central Texas region. Now, as we build the airport's largest improvement program in its history, we are redefining the travel experience in one of the fastest-growing cities in the United States.

This is an exciting opportunity to join the team behind Journey With AUS, the airport's expansion and development program, where bold ideas, cutting-edge infrastructure, and a shared commitment to excellence are taking flight.

Purpose:

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

Duties, Functions and Responsibilities:

• Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.
• Resolves customer issues with one call resolution.
• Answers customer requests or inquiries concerning services, products, billing, and equipment.
• Verifies customer account and active services using various databases and software applications.
• Researches customer account information to explain services, charges, and adjustments.
• Logs customer complaints, creates service requests, and routes to the appropriate department(s).
• Maintains and files all generated service requests.

Responsibilities
- Supervisor and/or Leadership Exercised:

May train others.

Knowledge, Skills, and Abilities:

• Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
• Knowledge of billing procedures.
• Knowledge of good customer relations practices.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in planning and organizing.
• Skill in handling conflict and uncertain situations.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain effective communication and working relationships with city employees and the public.

Minimum Qualifications:

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Licenses and Certifications

Required:

None.

The Guest Services division assists passengers, provides information to airport customers and the public, and supports excellent customer experience and engagement at Austin-Bergstrom International Airport (AUS). This position is also responsible for providing crowd management and assistance.

The Customer Service Representative
- Temp position is located in and around the airport terminal. The areas are within the non-secured & secured areas of the concourse and in baggage claim including, but not limited to the Visitor Information Centers, indoor and outdoor podiums, customs, checkpoints and roaming throughout the airport terminal.

Duties consist of greeting customers, directing customers to correct ticket counter, checkpoint, gate, baggage carousel; responding to inquiries; providing directions/information on accessing airport services and amenities; crowd management and queuing assistance; providing guidance and assist with volunteers; assist with special projects, events and requests as needed; and other duties as assigned.

Preferred Qualifications:

Experienced in delivering in person customer service in fast paced, high-volume environments. Ability to stand and walk for extended periods and adapt to changing environment

Salary Range: $24.19 - $27.94

Esse…