HVN - Customer Service Specialist

Avports; New Haven (CT); On-site; USD 80,000 - 100,000; Full time

Job summary

Avports is seeking a Customer Service Specialist at Tweed-New Haven Airport. The role involves providing exceptional service to passengers, assisting with inquiries, and ensuring a smooth journey through the terminal. Candidates should have strong interpersonal skills, problem-solving abilities, and previous customer service experience in a relevant field. This position requires flexibility in working hours, including weekends and holidays, to accommodate operational needs at the airport.

Benefits

Generous benefits package

Qualifications

• Minimum 1 year experience in airport operations or security related field.
• Proven experience in customer service, preferably in an airport or hospitality setting.
• Ability to remain calm under pressure in complex situations.

Responsibilities

• Greet passengers, assist with check-in, and provide information on flight status.
• Resolve issues and complaints promptly, ensuring customer satisfaction.
• Coordinate with airline staff for smooth passenger flow.

Skills

Customer Service

Problem-solving

Interpersonal Skills

Multilingual Skills

Education

Associate's Degree or Greater

Tools

Basic Computer Skills

Job description

Join to apply for the HVN - Customer Service Specialist role at Avports

3 weeks ago Be among the first 25 applicants

Join to apply for the HVN - Customer Service Specialist role at Avports

Get AI-powered advice on this job and more exclusive features.

This range is provided by Avports. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$21.00/hr - $21.00/hr

TITLE: HVN - Customer Service Specialist

REPORTS TO: Terminal Operations Manager

LOCATION: New Haven, Connecticut

AIRPORT: Tweed-New Haven Airport (HVN)

Organizational Overview

Avports HVN, Tweed New Haven Airport Authority and The New HVN have formed a unique comprehensive public private partnership to develop, build, finance, maintain and operate the Tweed New Haven Airport. The New HVN will improve infrastructure, prioritize safety and security, evolve the passenger experience, strive to exceed guest and neighbor expectations, deliver economic benefits to the region, and focus on sustainability and environmental impacts as our commitment to a better future at HVN.

Position Summary

The Customer Service Specialist will play a critical role in enhancing the overall customer experience within our airport terminals. This role involves providing exceptional service to passengers by assisting with inquiries, guiding them through the terminal process, and ensuring a smooth and pleasant journey. The ideal candidate will be proactive in identifying customer needs, resolving concerns efficiently, and offering accurate information regarding flight schedules, security protocols, baggage handling, and other services.

Key responsibilities include monitoring passenger flow, offering support during delays or disruptions, managing the terminal’s lost and found program, and maintaining a welcoming environment. As the face of our airport, the Customer Service Specialist is essential in upholding high standards of customer satisfaction, safety, and communication. Strong interpersonal skills, a problem-solving mindset, and the ability to remain calm under pressure are essential for success in this role.

This position may require working flexible hours, including weekends and holidays, to meet the operational needs of the airport.

Description Of Duties / Essential Job Functions

• Greet passengers and assist with check-in, boarding, and terminal navigation.
• Respond to customer inquiries regarding flight status, gate changes, and airport services.
• Resolve customer issues and complaints promptly and professionally, escalating issues to the appropriate parties when necessary.
• Provide clear information on security procedures relating to the passenger screening checkpoint.
• Coordinate with airline staff and security personnel to ensure smooth passenger flow.
• Monitor terminal occupancy levels, helping alleviate congestion in busy areas and ensuring compliance with public safety requirements.
• Support passengers during delays, cancellations, or disruptions.
• Participate in HVN’s Hidden Disabilities Program and assist with unaccompanied minors.
• Handle lost and found items, helping customers locate misplaced belongings.
• Ensure the terminal environment is welcoming and assist with maintaining cleanliness and organization of customer areas.
• Foster a positive and safe customer experience, adhering to all airport regulations.
• Conduct regular walkthroughs of the terminal to proactively assist passengers and identify potential issues, generating facility work orders, and performing regular security inspections as needed.
• Respond to security door alarms and other security-related events.
• Assist in emergency situations, guiding passengers to safe locations and providing information as directed by airport management.
• Communicate and coordinate with third-party service providers as needed.
• Assist in the collection of customer satisfaction survey data.
• May assist with passenger traffic control functions.
• All other duties as assigned by airport management.
  
  

Compensation

Starting wage at $21.00 per hour. Avports offers a generous benefits package to all full-time employees.

Professional Experience & Qualifications

• The preferred candidate will have a minimum of one (1) year of experience in airport operations or security related field, or an associate’s degree or greater from an accredited school.
• Proven experience in customer service, preferably in an airport, hospitality, or transportation setting.
• Strong verbal communication and interpersonal skills, with the ability to engage and assist a diverse range of passengers.
• Ability to handle complex inquiries, comply with airline regulations, and remain calm and composed in high-pressure situations.
• Problem-solving skills with the capacity to handle complaints, conflicts, or complex inquiries efficiently.
• Familiarity with airport operations, security procedures, and airline regulations is preferred.
• Basic computer skills required.
• Ability to stand or walk for extended periods and assist passengers with luggage or mobility needs.
• Multilingual skills are a plus.
• Strong attention to detail and a commitment to providing high-quality customer service.
• Must be able to pass and maintain security clearance requirements and all required drug testing.
• Possession of a valid driver’s license.
  
  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle to feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and smell. The employee is occasionally required to sit. The employee must regularly lift and/or move more than fifty (50) pounds. Specific vision abilities required by this job include vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

EEO DFWP

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Airlines and Aviation

Referrals increase your chances of interviewing at Avports by 2x

Sign in to set job alerts for “Customer Service Specialist” roles.

Customer Service Representative - State Farm Agent Team Member

Milford, CT $45,000.00-$55,000.00 6 months ago

Returns/Exchanges Associate (12-20 hr/wk)

Shelton, CT $63,000.00-$65,000.00 7 hours ago

Customer Service Representative - State Farm Agent Team Member

Customer Relations Representative - State Farm Agent Team Member

Milford, CT $50,000.00-$75,000.00 6 months ago

Customer Service Representative - State Farm Agent Team Member

Southbury, CT $45,000.00-$75,000.00 11 months ago

Customer Service Representative - State Farm Agent Team Member

Stratford, CT $40,000.00-$70,000.00 1 week ago

Call Center Specialist - Remote - Part-Time (16hrs/wk) - Bilingual REQUIRED (Spanish/English) - $21/

Guest Relations Representative - Per Diem - Weekend Availability Required

Call Center Specialist - Remote - Part-Time (22.5hrs/wk) - Bilingual REQUIRED (Spanish/English) - $2

Customer Service Manager (Manufacturing)

New Haven, CT $90,000.00-$120,000.00 1 day ago

Customer Service Representative - State Farm Agent Team Member

Southbury, CT $40,000.00-$50,000.00 4 months ago

Customer Service Representative (Wholesure)

Connecticut, United States $21.00-$27.00 2 days ago

Aviation Customer Service Representative

Customer Experience Associate - Relocation Experience Preferred

Connecticut, United States $50,000.00-$60,000.00 1 week ago

Wallingford, CT $45,760.00-$50,000.00 3 weeks ago

Customer Service Representative $17 hourly

Call Center Specialist - Remote - Part-Time (16hrs/wk) - Bilingual REQUIRED (Spanish/English) - $21/hr

Call Center Specialist - Remote - Part-Time (22.5hrs/wk) - Bilingual REQUIRED (Spanish/English) - $21/hr

Customer Service Representative $17 hourly

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.