Aviation Customer Relations Supervisor: Call Center

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. Click to find out about all the amazing benefits and reasons to work for CCD!  

What We Offer 

The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $32-$36/hour. We also offer generous benefits for full-time employees which include but is not limited to:

• Four (4) Medical Plans, Dental, Vision Insurance
• Pension Plan for Life (Employee contributes 8.45%, Employer matches at 17.95%) and 457 (b) Retirement Plan
• PTO (over 3 weeks in your first year) and 12 paid holidays
• Yearly Merit Increase
• STD, LTD, HSA, FSA, Life Insurance
• CARE Bank, Family Leave Benefits
• Employee Assistance Program, Employee Volunteer Program
• Tuition Reimbursement (up to $2000/year), We Qualify for Student Loan Forgiveness Program
• Learning and Development Opportunities; Courses and Career Development Resources
• EcoPass (unlimited free RTD bus/train rides)

Location:

This position will report in person to Denver International Airport. The schedule will consist of 4 days with 10 hour shifts (Wednesday- Saturday, or Sunday- Wednesday). Shifts will fall within the operational hours of 6am-11pm and will include evenings, weekends and holidays.

What You'll Do:

As an Aviation Customer Relations (call center) Supervisor, you will be responsible for supervising the call center staff that performs aviation customer service work via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social media. Additionally, provides support at concourse and terminal information booths, 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 before, during and after their travel experience 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 the daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the Customer Relations (call center) Center.
• Proactively collaborates with peers to bring forward operational concerns and/or recommendations during weekly leadership meetings
• Work with peers to ensure optimal daily schedule coverage for all areas of the customer service department
• Prepares meeting agenda’s, hosts employee monthly meetings, captures meeting notes and proactively actions items from the meeting in need of attention.
• Responsible for developing and delivering thorough quarterly 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
• Responsible for ongoing quality assurance audits of employees to ensure they are delivering the highest levels of customer service to our customers and following all departmental policies and procedures
• Proficient in all three areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as needed
• Creates tickets in the Customer Relationship Management (CRM) platform (Sprinklr Advanced) related to customer inquiries, feedback, concerns, or complaints while assisting customers via, voice calls, SMS messaging, web chat, live agent video calling, airport paging, email, and social media
• 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
• Serves as on-call afterhours Supervisor on duty (rotation). This includes evenings, weekends, and holidays. Must be email, phone and text available during operational hours 6am-11pm daily
• 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

What You'll Offer:

We are looking for individuals who have supervisory experience in a call center environment 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 supervising staff in a customer service or hospitality industry. 

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

• Three years of experience as a supervisor working in an airport, airline, retail, restaurant or hospitality industry
• Two years of experience working in a call center is preferred
• 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 relations staff
• Current valid driver’s license
• Bilingual German, Spanish Mandarin or French is a plus
• Experience using a Customer Relationship Management (CRM) software is required. 
• Experience using Sprinklr/Sprinklr Advanced is preferred.

Required Minimum Qualifications:

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Three (3) years of experience of the type and at the level of an Aviation Customer Service Agent.
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.
• License/Certifications: None

Application Deadline:

This position is expected to stay open until 4/25/2025. Please submit your application as soon as possible and no later than 11:59pm on 4/24/2025 to ensure consideration.

Agency: About DEN 

Denver International Airport () 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 $36.4 billion for the region annually and employing nearly 37,000 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. 

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

Job Profile

To view the full job profile including position specifications, physical demands, and probationary period, click .

Position Type

Position Salary Range

Starting Pay

Agency

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. 

It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact with three business days’ notice.

Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

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