Temporary - Customer Service Representative

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 Applicants

POSITION OVERVIEW :

The purpose of the Customer Service Representative - Temp position
is to assist passengers, provide information to airport customers and the public, and support excellent customer experience and engagement at Austin-Bergstrom International Airport ( AUS ). This position is also responsible for providing crowd management and assistance.

This has been designated as an Essential Employee position. In the event of a city-designated
extraordinary situation or emergency condition, essential employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees, as well as ensure the continuity of essential operations. Essential Employees may be called back in during such events, required to modify their schedule, assigned to a City-designated work site, or retained on-site to assist with operations and recovery.

The Customer Service Representative - Temp position is located in and around the airport terminal. The areas are within the non-secured & secured areas of the concourse and in baggage claim including, but not limited to the Visitor Information Centers, indoor and outdoor podiums, customs, checkpoints and roaming throughout the airport terminal.

Duties consist of greeting customers, directing customers to correct ticket
counter, checkpoint, gate, baggage carousel; responding to inquiries;
providing directions/information on accessing airport services and amenities; crowd management and queuing assistance; providing guidance and assist with volunteers; assist with special projects, events and requests as needed; and other duties as assigned.

ASSESSMENT :

A skills assessment will be required for this position.

TRAVEL :

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

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.

GOOD STANDING - DEPARTMENT / DIVISION POSTINGS :

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

ESSENTIAL PERSONNEL :

This position is categorized as an 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.

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.

WORK HOURS :

Shift may change according to departmental needs. Work hours may include after hours, holidays, and weekend work

OVERTIME :

Overtime may be required with or without notice.

DEPARTMENT MAY CLOSE THE JOB POSTING AT ANY TIME AFTER 7 DAYS
Pay Range
$23.44 - $26.83
Hours
Core Hours:
Sun - Wed and/or Wed - Sat 11am - 10pm
Sun - Wed and/or Wed - Sat 3am - 2pm
Available shifts will be provided at time of hiring and offered to candidates as filled.
Hours and shifts may change depending on departmental needs.

Work hours may include after-hours, holidays, and weekend work.
Job Close Date 02/27/2025 Type of Posting External Department Aviation Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Clerical Location Austin Bergstrom International Airport (AUS) Preferred Qualifications

• Experience providing customer service, handling a high-volume of customers, and responding to customer questions.
• Experience working in a team dynamic that focuses on internal and external customer communication in a professional manner and establishing and maintaining working relationships with co-workers, supervisors, and other stakeholders.

Duties, Functions and Responsibilities
This position is posted at multiple levels. Please select the appropriate job description. 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
Please see the Duties, Functions and Responsibilities Section for Knowledge, Skills & Abilities on this position.

• 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
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.

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.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for this position are Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet the minimum qualifications for this position?

• Yes
• No

* Please describe your experience providing customer service, handling a high-volume of customers, and responding to customer questions.
(Open Ended Question)
* Please describe your experience working in a team dynamic that focuses on internal and external customer communication in a professional manner and establishing and maintaining working relationships with co-workers, supervisors, and other stakeholders.
(Open Ended Question)
* This position is categorized as an Essential Personnel position. Essential Personnel are required to come to work during emergencies and/or bad weather if they are scheduled to work and in some cases when they are not scheduled. Can you work this schedule as required?

• Yes
• No

* The Transportation Security Administration (TSA-division of the USA Dept. of Homeland Security) requires all employees of the Austin-Bergstrom International Airport to pass a minimum 10-year criminal background investigation and security threat assessment. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful Criminal Background Check to be hired.

• I acknowledge and understand this position requires a 10-year Criminal Background Investigation and security threat assessment

* Were you referred to this opportunity by a current Aviation employee? If yes, please provide the employee’s full name.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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