Temporary - Customer Service Representative, Airport Communications

AustinTexas; Austin (TX); On-site; AUD 72,000 - 94,000; Full time

Job summary

Austin-Bergstrom International Airport is seeking a Customer Service Representative for the Airport Communications Department. You will handle inquiries from the public, tenants, and internal City departments, provide accurate information, and document service requests to support airport operations in a fast-paced environment.

Responsibilities include answering calls and emails, routing requests, assisting with emergency notifications, and maintaining confidentiality.

Qualifications

• Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.
• Knowledge of billing procedures.
• Knowledge of good customer relations practices.

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.

Skills

Billing procedures

Customer relations

Oral and written communication

Task prioritization

Computers and software

Planning and organizing

Conflict and uncertainty handling

Multitasking under interruptions

Education

High school diploma

Tools

Databases

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.

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

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 t