Temporary - Customer Service Representative, Airport Communications

City of Austin; Austin (TX); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Shift differential incentive

Job summary

City of Austin seeks a Customer Service Representative for the Airport Communications Department to handle inquiries, complaints, and billing questions from the public, tenants, and internal teams. You will document requests, provide accurate information, and support airport operations in a fast-paced environment.

Applicants should have a high school diploma and at least two years of relevant experience, with strong communication and data-entry skills.

Qualifications

• High school diploma or equivalent required.
• Two years of billing, credit counseling, or customer service experience.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, 24-hour operational environment.

Responsibilities

• Respond to inquiries from passengers, tenants, vendors, and internal City departments via phone, email, or in person.
• Log and route service requests, complaints, and incident reports per procedures.
• Provide courteous, accurate information about airport services, flight information, parking, lost and found, and general operations.
• Assist with emergencies following established airport protocols and maintain confidentiality of sensitive information.

Skills

Customer service

Communication skills

Multitasking

Data entry

Conflict resolution

Education

High school diploma or equivalent

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.

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.

POSITION OVERVIEW

The Customer Service Representative for the Airport Communications Department serves as a primary point of contact for the public, airport tenants, airlines, and internal City departments. This position provides accurate information, responds to inquiries and complaints, and supports airport operations through effective communication, coordination, and documentation in a fast-paced, 24-hour operational environment.

Essential Duties and Responsibilities

• Responds to incoming telephone calls, radio communications, electronic inquiries, and in-person requests regarding airport services, flight information, parking, lost and found, and general airport operations.
• Provides courteous, accurate, and timely customer service to passengers, tenants, vendors, and the general public.
• Receives, documents, and routes service requests, complaints, and incident reports in accordance with City and airport procedures.
• Assists with emergency notifications and follows established airport emergency response protocols.
• Maintains confidentiality of sensitive information.
• Performs clerical duties including data entry, record-keeping, and report preparation.
• Performs related duties as assigned.
• Work rotating shifts, including nights, weekends, and holidays.

Preferred Qualifications

• One (1) year of customer service, call center, dispatch, or administrative experience.
• Experience in an airport, transportation, public safety, or government environment.

VETERAN

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

CRIMINAL HISTORY BACKGROUND CHECK

• 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.

OVERTIME

• Overtime may be required with or without notice.

WORK HOURS

• Rotating schedule based on operational needs.
  • 4:00 am – 2:30 pm (4 days/week)
  • 12:00 pm - 10:30 pm (4 days/week)
  • 8:00pm – 6:30 am (4 days/week)

Salary Range

• $24.19 - $27.94

Shift Incentive

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

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.

Benefits

• Working with Aviation provides a number of health and welfare benefits see City of Austin Promotional Benefits Overview

EEO Statement

EEO Statement for City of Austin: 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.