City and County of Denver
Aviation Customer Relations (Call Center) Supervisor - Denver International Airp
City and County of Denver, Denver, Colorado, United States, 80285
About Our Job
Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $33 billion for the region annually and employing nearly 30,000 people. At DEN, we are committed to fostering a diverse, inclusive and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity and inclusion at the center of all that we do.
As an Aviation Customer Relations (call center) Supervisor, you will be responsible for supervising the call center staff that performs aviation customer service work via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social media. Additionally, provides support at concourse and terminal information booths, the international arrivals facility, and other public areas of the airport. You will work side-by-side with the agents to ensure delivery of exceptional service to customers before, during and after their travel experience through our airport. Customer service employees primarily respond to requests for information and service from passengers and from the general public regarding airline operations, safety and security regulations, landside services, food, beverage and retail offerings, accommodations, passenger tracking, and other available customer service resources.
Other duties include:
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 contributorResponsible for the daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the Customer Relations (call center) Center.Proactively collaborates with peers to bring forward operational concerns and/or recommendations during weekly leadership meetingsWork with peers to ensure optimal daily schedule coverage for all areas of the customer service departmentResponsible 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 employeeResponsible for ongoing quality assurance audits of employees to ensure they are delivering the highest levels of customer service to our customers and following all departmental policies and proceduresProficient in all three areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as neededCreates tickets in the Customer Relationship Management (CRM) platform (Sprinklr Modern Care Lite) related to customer inquiries, feedback, concerns, or complaints while assisting customers via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social mediaResolves 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 organizationServes 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 mindCoaches, 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 futureAbout You
We are looking for individuals who have supervisory experience in a call center environment and have strong oral and written communication skills. An individual who is outcome oriented and strives to exceed customer expectations. An individual who has experience in managing staff in a customer service or hospitality industry.In addition, we are looking for candidates with the following skills and experience:Three years of experience as a supervisor working in an airport, airline, retail, restaurant or hospitality industryOne year of experience working in a call center is preferredAct as a change agent by implementing process improvementsAbility to work under pressure and meet deadlinesStrong written and verbal communication skills, with the ability to explain processes, procedures, and information to customer relations staffCurrent valid driver’s licenseBilingual German, Spanish Mandarin or French is a plusExperience managing a call center is requiredExperience using a Customer Relationship Management (CRM) software is required.Experience using Sprinklr/Sprinklr Modern Care Lite is preferred.We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
Education: Graduation from high school or the possession of a GED, HiSET or TASC CertificateExperience: Three (3) years of experience of the type and at the level of an Aviation Customer Service AgentEquivalency: Additional appropriate education may be substituted for the minimum experience requirementsFBI Background Check: FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment. By position, a pre-employment physical/drug test may be required.Snow / Emergency Duties: Denver International Airport is a 24/7/365 team operation. If weather conditions warrant or an emergency crisis occurs, all DEN employees can be required to work extended hours and/or shifts.About Everything Else
Job ProfileCC2484 Aviation Customer Service Supervisor To view the full job profile including position specifications, physical demands, and probationary period, click
here .Position TypeUnlimitedPosition Salary Range$25.87 - $40.10Starting Pay$32-$36/hour based on education and experienceAgencyDenver International AirportThe City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.For information about right to work, click
here
for English or
here
for Spanish.
#J-18808-Ljbffr
Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $33 billion for the region annually and employing nearly 30,000 people. At DEN, we are committed to fostering a diverse, inclusive and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity and inclusion at the center of all that we do.
As an Aviation Customer Relations (call center) Supervisor, you will be responsible for supervising the call center staff that performs aviation customer service work via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social media. Additionally, provides support at concourse and terminal information booths, the international arrivals facility, and other public areas of the airport. You will work side-by-side with the agents to ensure delivery of exceptional service to customers before, during and after their travel experience through our airport. Customer service employees primarily respond to requests for information and service from passengers and from the general public regarding airline operations, safety and security regulations, landside services, food, beverage and retail offerings, accommodations, passenger tracking, and other available customer service resources.
Other duties include:
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 contributorResponsible for the daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the Customer Relations (call center) Center.Proactively collaborates with peers to bring forward operational concerns and/or recommendations during weekly leadership meetingsWork with peers to ensure optimal daily schedule coverage for all areas of the customer service departmentResponsible 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 employeeResponsible for ongoing quality assurance audits of employees to ensure they are delivering the highest levels of customer service to our customers and following all departmental policies and proceduresProficient in all three areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as neededCreates tickets in the Customer Relationship Management (CRM) platform (Sprinklr Modern Care Lite) related to customer inquiries, feedback, concerns, or complaints while assisting customers via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social mediaResolves 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 organizationServes 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 mindCoaches, 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 futureAbout You
We are looking for individuals who have supervisory experience in a call center environment and have strong oral and written communication skills. An individual who is outcome oriented and strives to exceed customer expectations. An individual who has experience in managing staff in a customer service or hospitality industry.In addition, we are looking for candidates with the following skills and experience:Three years of experience as a supervisor working in an airport, airline, retail, restaurant or hospitality industryOne year of experience working in a call center is preferredAct as a change agent by implementing process improvementsAbility to work under pressure and meet deadlinesStrong written and verbal communication skills, with the ability to explain processes, procedures, and information to customer relations staffCurrent valid driver’s licenseBilingual German, Spanish Mandarin or French is a plusExperience managing a call center is requiredExperience using a Customer Relationship Management (CRM) software is required.Experience using Sprinklr/Sprinklr Modern Care Lite is preferred.We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
Education: Graduation from high school or the possession of a GED, HiSET or TASC CertificateExperience: Three (3) years of experience of the type and at the level of an Aviation Customer Service AgentEquivalency: Additional appropriate education may be substituted for the minimum experience requirementsFBI Background Check: FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment. By position, a pre-employment physical/drug test may be required.Snow / Emergency Duties: Denver International Airport is a 24/7/365 team operation. If weather conditions warrant or an emergency crisis occurs, all DEN employees can be required to work extended hours and/or shifts.About Everything Else
Job ProfileCC2484 Aviation Customer Service Supervisor To view the full job profile including position specifications, physical demands, and probationary period, click
here .Position TypeUnlimitedPosition Salary Range$25.87 - $40.10Starting Pay$32-$36/hour based on education and experienceAgencyDenver International AirportThe City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.For information about right to work, click
here
for English or
here
for Spanish.
#J-18808-Ljbffr