PDX Customer Service Representative

Customer Service Representative (CSR)
VIP Hospitality Services | PDX Airport

Role:
Customer Service Representative

Team: AM and PM Operations

Reports To:

Supervisor, and Management Team

Responsible For:
Providing proactive, positive, and exceptional customer service to PDX passengers

Customer Service Representatives support incoming and outgoing domestic and international passengers at PDX Airport by delivering a proactive, friendly, and solutions-focused experience. The CSR helps keep passenger flow organized, provides clear way finding support, responds to concerns with professionalism, and works collaboratively with airport partners to promote a smooth checkpoint and arrivals experience.

• Greet passengers in a positive, approachable, and respectful manner, using a calm and professional tone at all times.
• Proactively look for passengers who appear confused, delayed, or in need of assistance, and offer clear guidance before issues
• Create a welcoming first impression for VIP Hospitality by staying visible, attentive, and ready to help.
• Respond to passenger questions and concerns promptly, using sound judgment and escalation procedures when needed.
• Communicate accurate information, provide clear directions, and maintain patience during busy or stressful travel periods.
• Represent VIP Hospitality, PDX Airport, and airport partners with courtesy, integrity, and respect for every traveler.

• Assist passengers with locating checkpoints, lines, and appropriate airport resources while helping balance traffic in the lobby.
• Monitor passenger flow and proactively support line management to reduce congestion and improve the traveler experience.
• Learn and correctly operate stanchions at each checkpoint, including setting up, adjusting, and correcting queue layouts as needed.
• Work alongside PDX Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners to support smooth checkpoint operations.
• Identify potential service or crowd-flow concerns early and communicate updates to team leads, supervisors, or management.
• Handle passenger concerns professionally and seek timely resolution or escalation to maintain a high level of customer satisfaction.
• Maintain a clean, organized, and professional present in assigned lobby or checkpoint areas.

• Use radios and other approved communication tools to provide timely, accurate status updates.
• Follow instructions from team leads, supervisor, and management, and communicate operational concerns as soon as practical.
• Support teammates during peak periods and remain flexible as passenger volumes, checkpoint needs, or assignments change.
• Follow all applicable airport, TSA, Customs and Border Protection, client, and VIP Hospitality procedures and safety expectations.

• High school diploma, GED, or equivalent preferred or required where applicable by contract or airport credentialing standards.
• Previous customer service experience preferred, especially in hospitality, aviation, transportation, retail, or high-volume public-facing environments.
• Ability to obtain and maintain all required airport badges, credentials, and clearances required for the assignment.
• Must meet applicable minimum age and work authorization requirements for the position and location.
• Basic knowledge of airport layout preferred; willingness to learn PDX Airport checkpoints, passenger flow, and partner procedures required.
• Strong verbal communication and interpersonal skills with the ability to provide clear instructions to passengers.
• Dependable, punctual, and need to maintain a professional appearance and positive attitude throughout the shift.

• Stand and remain alert for extended periods at assigned posts, with or without reasonable accommodation.
• Walk, direct passengers, monitor queues, and provide assistance in busy airport areas, with or without reasonable accommodation.
• Lift, move, or adjust stanchions or related queue-management equipment up to 50 pounds, with or without reasonable accommodation.
• Work various shifts as assigned as…