Temporary - Customer Service Representative, Airport Communications

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:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• 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

APPLICATION INFORMATION:

• A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position.

• Please list your complete employment history, to include all job duties, responsibilities and employment dates on your online application.

•  The application is an official document; incomplete applications will not be considered (i.e., “see resume” or “see LinkedIn profile”).

• Resumes will not be used to qualify for the position and will not be used to recommend salary.

• Supplemental information or changes to your application will not be accepted after the job posting closes.

• The responses to the supplemental questions inquiring about experience should be reflected on your application.

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

Hours may change depending on departmental needs.
Work hours may include after-hours, holidays, and weekend work

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 and click HERE to learn more.

See us in action: Austin-Bergstrom International Airport - AUS - YouTube  

Important Note to Applicants:

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

DEPARTMENT MAY CLOSE THE JOB POSTING AT ANY TIME AFTER 7 DAYS

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. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.
 

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JOIN THE CITY OF AUSTIN TEAM

 

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

 

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.

• Value and Innovation: Work in an environment where employees are valued, and innovation thrives.

• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.

• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.

• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.

• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.

• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.

• Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

 

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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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. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.