Aviation, Part Time, Temporary - Customer Service Representative

City of Austin; United States; On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Health benefits

Shift differential

Job summary

City of Austin is seeking a Customer Service Representative - Temp to handle customer questions, complaints, and billing inquiries at AUS. You will verify accounts, resolve issues, and route service requests while greeting customers and guiding them to airport services and amenities.

The role requires high school diploma plus 2 years in billing or customer service, with shifts including early mornings and weekends and a shift incentive.

Qualifications

• High school diploma or equivalent plus two years in billing, credit counseling, or customer service.
• Knowledge of billing procedures and good customer relations practices.
• Strong oral and written communication skills.
• Ability to handle multiple tasks and prioritize.
• Proficiency with computers and related software.

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).
• Greets customers and directs them to correct ticket counter, checkpoint, gate, baggage carousel.
• Responds to inquiries and provides directions/information on accessing airport services and amenities.

Skills

Billing procedures

Customer relations

Oral & written comms

Multitasking

Computer skills

Planning & organizing

Conflict management

Public communication

Team collaboration

Job description

About This Position

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

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.
• Other related duties may be assigned.
• Greets customers.
• Directs customers to correct ticket counter, checkpoint, gate, baggage carousel.
• Responds to inquiries.
• Provides directions/information on accessing airport services and amenities.
• Provides crowd management and queuing assistance.
• Provides guidance and assists with volunteers.
• Assists with special projects, events and requests as needed.
• And other duties as assigned.

Supervisor and/or Leadership Exercised

• May train others.

Knowledge, Skills, and Abilities

• 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.

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

Essential Personnel

This position is categorized as essential personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and, in some cases, when they are not scheduled.

Location

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.

Work Hours

Thurs-Mon 5am - 10am OR 2pm - 7pm. Hours may change according to departmental needs; work hours may include after hours, holidays, and weekend work.

Shift Incentive

Shift work includes shift differential incentive for evening and night shifts and weekends.

Veteran Requirements

Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

Criminal History Records Check

The top candidate will be subject to a minimum 10-year criminal background check and security threat assessment.

Language

Must have the ability to read, write, and fluently speak in English.

Benefits

Working with Aviation provides a number of health and welfare benefits.

EEO Statement

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk. City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call [phone] or Texas Relay by dialing 7-1-1.

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. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites. 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.
• Value and Innovation: Work in an environment where employees are 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 that 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.

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