Austin Aviation - Temporary, Customer Service Representative (Lost & Found)

austintexas; Austin (TX); On-site; AUD 56,000 - 84,000; Full time

Job summary

City of Austin in Texas is seeking a Customer Service Specialist for the Austin-Bergstrom International Airport. Under general supervision, you will handle customer questions, billing inquiries, and Lost & Found requests, providing professional and timely service to passengers, airport visitors, aviation stakeholders, and the public.

You will verify accounts, document issues, initiate service requests, route to the appropriate department, and strive for accurate, one-call resolution while

Job description

About This Position

JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. Our guiding principles-Empathy, Ethics, Excellence, Engagement, and Equity - anchor our approach in delivering services that significantly impact the lives of Austin residents. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
• Diverse and Inclusive Workplace: Work in an environment where every voice is valued, and Innovation thrives.
• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
• Modern Workspaces: Work in innovative and sustainable environments designed to foster collaboration and inspiration.

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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.

Job Description

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

Duties, Functions and Responsibilities

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

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.

Notes to Candidate

Under general supervision, this position provides professional and timely customer service to passengers, airport visitors, aviation stakeholders, and members of the public regarding Lost & Found services. The position receives, researches, documents, and resolves inquiries involving lost or recovered property while maintaining accurate records and following established airport procedures.

Essential Duties, Functions, and Responsibilities

• Provides Customer Service-Responds to telephone, email, and other inquiries from passengers, airport customers, aviation stakeholders, and the public regarding Lost & Found services and general requests.
• Receives, researches, and responds to reports of lost, mis