Customer Service Supervisor – Denver International Airport

City and County of Denver
January 14, 2022
Denver, CO
Job Type


About Our Job

Employment Requirement: City employees must be fully vaccinated against COVID-19. All persons offered a position will be required to provide valid proof of vaccination prior to starting employment. Refer to the COVID-19 Employee Vaccination Mandate Candidate Q&A for additional information.

Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $33 billion for the region annually and employing nearly 30,000 people. At DEN, we are committed to fostering a diverse, inclusive and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity, and inclusion at the center of all that we do.

As an Aviation Customer Service Supervisor, you will be responsible for supervising the customer service staff that performs aviation customer service work at concourse and terminal information booths, call center, the international arrivals facility, and other public areas of the airport. You will work side-by-side with the agents to ensure delivery of exceptional service to customers traveling through our airport. Customer service employees primarily respond to requests for information and service from passengers and from the general public regarding airline operations, safety and security regulations, landside services, food, beverage and retail offerings, accommodations, passenger tracking, and other available customer service resources.

Other duties include:

  • Serve as a "Brand Ambassador" for Denver International Airport (DEN) by anticipating customer needs and exceeding their expectations. Demonstrates this through consistently being professional, visible, approachable, flexible, reliable, accountable and by delivering the highest levels of customer service in everyday assignments, special projects and initiatives and is an active team contributor
  • Responsible for daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the areas of Information Booths, Call Center, Concierge Services and International Arrivals
  • Works closely with peer Supervisors and Lead Agent(s) to ensure that Agents are correctly assigned to priority locations at DEN to support customers most effectively
  • Proactively collaborates with peers to bring forward operational concerns and/or recommendations during biweekly leadership meetings
  • Responsible for the developing and delivering thorough semi-annual and annual performance reviews to direct reports sharing accurate, quantifiable feedback with employees based on 1:1 meetings, in person observations and overall engagement with employee
  • Ensures self and employees complete and meet all deadlines for training, special projects etc
  • Responsible for quality assurance audits of employees to ensure they are delivering the highest levels of service to our customers and following all departmental policies and procedures
  • Proficient in all areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as needed
  • Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Encourages regular communication, informs staff of relevant business issues and their impact on the organization
  • Serves as the primary point of contact during airport events, making in the moment decisions, adjusting staffing and working with a variety of internal and external stakeholders to collaborate, provide solutions and ideas to support the event keeping the customer experience in mind
  • Coaches, mentors, and challenges staff. Champions continuous improvement, including devising new strategies and new opportunities. Leads staff development initiatives that include training, development, and succession planning. Establishes performance expectations and standards for all levels of employees to achieve or exceed performance metrics and prepare them for the future
  • Serves as a liaison to internal and external stakeholder including but not limited to; the Federal Aviation Administration, Transportation Security Administration, Denver Police Department, Customs and Boarder Protection, Airport Operations, Ground Transportation and Concessions
  • Actively participates in strategy sessions looking for opportunities to improve the Customer Service team and overall customer experience at DEN
  • Other duties as assigned

About You

We are looking for individuals who have supervisory experience in the customer service industry and have strong oral and written communication skills. An individual who is outcome oriented and strives to exceed customer expectations. An individual who has experience in managing staff in a customer service or hospitality industry.

In addition, we are looking for candidates with some or all the following skills and experience:

  • Three years of experience as a supervisor working in an airline, airport, retail, restaurant, call center or hospitality industry
  • Act as a change agent by implementing process improvements
  • Ability to work under pressure and meet deadlines
  • Strong written and verbal communication skills, with the ability to explain processes, procedures, and information to customer service staff
  • Current valid driver's license
  • Bilingual German, Spanish Mandarin or French is a plus
  • Experience managing a call center is a plus

We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:

  • Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
  • Experience: Three (3) years of experience of the type and at the level of an Aviation Customer Service Agent
  • Equivalency: Additional appropriate education may be substituted for the minimum experience requirements

FBI Background Check: FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment. By position, a pre-employment physical/drug test may be required.

Snow / Emergency Duties: Denver International Airport is a 24/7/365 team operation. If weather conditions warrant or an emergency crisis occurs, all DEN employees can be required to work extended hours and/or shifts.
About Everything Else

Job Profile
CC2482 Aviation Customer Service Agent
To view the full job profile including position specifications, physical demands, and probationary period, click here.

Position Type

Position Salary Range
$19.31 - $28.97

Starting Pay
Based on education and experience

Denver International Airport

Assessment Requirement
Customer Service Agent: Non-Compliance

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

For information about right to work, click here for English or here for Spanish.

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