TQM Total Queue Management Agent

American Automation; Denver (CO); On-site; USD 27,552 - 31,684; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

AAA card

RTD pass

Parking

401k matching

Employee recognition

Job summary

American Automation, Inc. is seeking a Queue (Line) Agent to deliver exceptional service at Denver International Airport. The role focuses on welcoming travelers, guiding them through the line process, and assisting diverse passenger groups while maintaining a positive, helpful demeanor.

The position offers both full-time and part-time options with morning or afternoon shifts, weekends, and holidays. Benefits include health coverage, retirement plan, parking support, and ongoing recognition for

Qualifications

• Previous customer service experience in a fast-paced environment.
• Strong attention to detail and critical thinking.
• Bi-Lingual skills are a definite plus.
• Must be legally authorized to work in the United States.

Responsibilities

• Provide wayfinding and general customer service at checkpoints.
• Manage the Queue (Line) systems at TSA checkpoints with credential verification.
• Divert passengers to balance wait times across checkpoints.
• Log and report checkpoint metrics such as wait times and lanes.
• Follow established post orders.

Skills

Customer service experience

Attention to detail

Bilingual abilities

Legal work authorization in the United

Job description

Full Job Description

American Automation, Inc. is seeking a Queue (Line) Agent with experience delivering exceptional service. The deeply instilled American Automation, Inc. culture is personified by its employees, people who share a single focus and are inspired to offer great service. If you have ever been through “Clear or “TSA” at Denver International Airport, these are the entities we work with and support. Our role is straight forward — keep the line moving with a smile and sometimes a “(loud)” voice!

We are a small but mighty business, -- woman and minority owned and we have a multi year contract at DEN to satisfy the travelling public. We live by the Golden Rule in all that we do -- the simple idea that if you treat people well, the way you would like to be treated, they will do the same.” We apply this to all — the travelling public, TSA, Airport Operations as we work to support the Den Brand and make DEN the #1 Airport in the US!

Join our Team

Work on a team that is built around adaptability & flexibility, service passion, professionalism, ethic for work integrity, communication, and teamwork. We are located at the heartbeat of Denver — Denver International Airport (DEN). We support 65,000 travelers daily from all over the world as they work to travel and navigate through DEN.

Responsibilities

We work to welcomes travelers and their loved ones, explaining the Queue or “Line process.” Also assist those travelers that may be Veterans, Preferred Fliers, or those with special needs to help them navigate through the queue process as well. We respond to a wide variety of traveler requests by accurately assessing their needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.

This position does require an applicant with a commitment to serve people. We offer flexible schedules, but you must commit to be able to work morning or afternoon shifts; weekends, and holidays. As well as great ability to multitask and prioritize as well as prioritization as we may shift Queues from North Checkpoint to South Checkpoint. Duties include:

• Provide wayfinding and customer services to the general public ( restroom, parting locations, etc.)
• Manage the Queue (Line) systems at each of the TSA security checkpoints including verification of appropriate credentials prior to entering into the queue systems
• Checkpoint Diverting. Maintain equal utilization of all TSA security checkpoints by diverting passengers to the checkpoints with the lowest wait time, being mindful of passenger walk times required to move from one location to another
• Data Metrics. Log and report checkpoint data metrics to include checkpoint wait times, available screening lanes, travel document check positions, and other checkpoint data
• Follow established post orders

Preferred Qualifications and Skills

• Previous customer experience and ability to work effectively under pressure in a dynamically changing environment
• Requires attention to detail and critical thinking skills and working with fellow teammates
• Good command of the English language as well as Bi-Lingual skills are a definite plus
• Successful candidate must possess legal work authorization in the United States

What to Expect:

• Starting Hourly Rate $20.50
• Full Time and Part Time positions available

Be part of a cohesive team with opportunities to build a successful career with global potential

• Medical, dental, and vision insurance
• Paid AAA card on annual anniversary
• RTD Pass or paid parking
• 401k participation with a company matching program
• Ongoing employee recognition