Lost and Found Representative - Portland International Airport (PDX

The Position

We're hiring a Lost & Found Representative for the Portland International Airport (PDX)! The Portland International Airport (PDX), Oregon's largest and most dynamic airport, serving as a gateway to the Pacific Northwest. PDX is renowned for its exceptional customer service, operational efficiency, and commitment to sustainability. Recognized consistently as one of the best airports in the United States, we pride ourselves on offering a world-class travel experience to all our passengers.

Your role:
We're looking for a clever customer service representative with the ability to work effectively as an integral member of a high-functioning team. In this role you'll help locate the owners of lost items onsite at Portland International Airport (PDX) and perform administrative tasks with an attention to inventory accuracy and detail. If you are a collaborative teammate, enjoy aiding and encouraging others, and embrace the values of curiosity and superb customer service please apply now.

During emergency operations, you'll serve as a Level 1 essential employee, providing logistics support as part of the Incident Command System - an opportunity to contribute meaningfully when the airport needs it most.

• Respond to incoming phone calls and online inquiries from customers regarding lost items, providing clear, accurate, and compassionate assistance.
• Handle a steady volume of customer interactions while maintaining professionalism and effectively de-escalating situations involving upset or frustrated customers.
• Catalog found items in the database with strong attention to detail and accuracy.
• Organize and store cataloged items in the correct locations to ensure efficient retrieval.
• Match found items to customer claims with precision and sound judgment.
• Coordinate the return of items to customers, including arranging shipping or scheduling in-person pickup.
• Send messages and make outbound calls to customers as needed to support the claims process.
• Complete individual assignments and projects as directed, ranging from routine administrative tasks to more complex lost-item investigations.
• Support Airport Operations teams by performing other duties as assigned.

Experience and Education

• High school diploma or similar.
• Minimum one (1) year of demonstrated front-line customer service and/or working with the general public.
• Advanced customer service and de-escalation techniques is desired.

Licenses and/or Certifications

• Must successfully pass and maintain clearance of a comprehensive Criminal History Records Check and a Security Threat Assessment for a PDX Security Badge, are required.

Demonstrated Skills and Knowledge

• Demonstrate commitment to valuing differences among individuals and a passion for being inclusive.
• Focus on safety improvements and comply with safety and health policies and procedures.
• Show the utmost respect for others and act as a team player.
• Sensitivity to the special needs of disabled and other exceptional individuals, as well as customers who may not speak English.
• Strong customer service abilities, including effective telephone etiquette and confident use of de-escalation techniques.
• Clear and professional verbal and written communication skills.
• Solid understanding of administrative practices, organizational methods, and accuracy in task completion.
• Ability to apply creative problem-solving in fast-paced or unexpected situations.
• Familiarity with safety regulations and general Airport Operations procedures.

Selection Process (tentative schedule):

At the Port of Portland, we use everything we have – our three airports, three…