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Job Description
Minimum Qualifications
Graduation from an accredited high school or equivalent, plus four (4) years of experience in customer experience, engagement, or conflict management and resolution, including one (1) year of experience which was in field work collecting data.
Licenses or Certifications:
Must possess and maintain the US Customs & Border Protection Seal.
Notes to Applicants
The purpose of the Guest Services Specialist Senior position is to administer and implement an array of customer experience programs for passengers, customers, partners, employees, and the general public at Austin-Bergstrom International Airport ( AUS ). This position is also responsible for providing crowd management and assistance with customer experience and engagement services.
The Guest Services Specialist Senior 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 administering and implementing AUS customer experience programs such as the Corporate Hospitality Program, Language Access Plan Program, Customer Relations Management Systems Program ( CRMS ), Survey & Data Collection Program, etc. and greeting customers, directing customers to ticket counter, gate, baggage carousel; responding to inquiries, providing directions/information on accessing airport services and amenities, crowd management, queuing, and assistance with customer experience and engagement services; provide guidance and assist with volunteers, and assist with special projects, events and request and other duties as assigned.
ASSESSMENT
A skills assessment may be required for this position.
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.
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.
CRIMINAL HISTORY BACKGROUND CHECK
The top candidate will be subject to a minimum 10 year criminal background check and security threat assessment.
GOOD STANDING - DEPARTMENT / DIVISION EMPLOYEES
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 employees must remain in good standing through the top candidate selection phase at which time the good standing status will be re-verified.
LANGUAGE
Must have the ability to read, write, and fluently speak in English.
OVERTIME
Overtime may be required with or without notice.
ON- CALL / CALL BACK RESPONSIBILITIES
Position may require on-call or call back responsibilities.
WORK HOURS
Shift may change according to departmental needs; work hours may include after hours, holidays, and weekend work.
DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .
Pay Range
$24.89 - $29.18
Hours
Core Hours:
Wednesday-Saturday
3:00 a.m. - 2:00 p.m.
Hours may change depending on departmental needs.
Work hours may include after-hours, holidays, and weekend work.
Job Close Date 03/10/2025 Type of Posting Division Only Department Aviation Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location Austin Bergstrom International Airport Preferred Qualifications- Knowledge in administering and implementing customer service-related programs and events.
- Ability to travel to more than one work location.
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Administers and implements customer services programs. Manages customer service terminal events by meeting and greeting customers, approving permits, training participants and volunteers for events. Provides quality customer experience by making reasonable efforts in providing vital and critical services. Provides information about AUS services to customers limited in English proficiency ( LEP ); monitors and updates the Language Access Plan’s procedures, processes, etc. Acts as primary responder to Customer Relations Management Systems Program ( CRMS ) inquiries, requests, comments, etc.; conducts research, analyzes data and trends, determines accuracy and relevance of data and information, and uses sound judgment to evaluate alternatives/solutions. Conducts surveys and data collection services to determine customer satisfaction and for a variety of purposes; summarizes findings, data collection techniques, implementation of options, etc.; conducts interviews and performs behavioral observation, monitoring, and preservation/recording; collects, maintains, and organizes records of data for survey research projects. Responds to inquiries, requests for information, passenger tracking and other customer service resources; utilizes a variety of technology devices to assist customers with information requests; interacts with customers and the public and works to resolve issues quickly and effectively. Ensures the efficiency of passenger travel by monitoring the flow of passengers through the domestic and custom areas. Provides effective, courteous crowd management in the international arrivals terminal areas by utilizing various methods and techniques for crowd management. Attends training, airport briefings and meetings; stays abreast of all airport services and amenities, builds and maintains relationships, and performs administrative-related duties. Monitors airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and report issues to the appropriate authority. Provides assistance to passengers in emergency situations.
Responsibilities- Supervision and/or Leadership Exercised:
May lead and 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 administering and implementing customer service-related programs, events, etc.
- Knowledge of customer relations practices.
- Knowledge of sampling principles required to obtain research samples.
- Knowledge in conflict management and resolution.
- Skill in program administration and implementation.
- Skill in planning and organizing.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software.
- Skill in data collection techniques and processes.
- Skill in handling conflict and uncertain situations.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to work independently or in a group.
- Ability to establish and maintain effective communication and working relationships with City employees, stakeholders, and the public.
- Ability to have active listening and maintain confidentiality in sensitive matters.
- Ability to work in in stressful situations because of human behavior, time and/or operational constraints, emergency situations, and multiple simultaneous demands and tasks.
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 the Guest Services Specialist Senior position are: Graduation from an accredited high school or equivalent, plus four (4) years of experience in customer experience, engagement, or conflict management and resolution, including one (1) year of experience which was in field work collecting data. Must possess and maintain the US Customs & Border Protection Seal. Do you meet these minimum qualifications?- Yes
- No
- Yes
- No
(Open Ended Question)
* 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
(Open Ended Question)
Optional & Required Documents
Required Documents Optional Documents -
ABOUT THE COMPANY
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City of Austin
Show moreThe City of Austin
This vibrant and dynamic city tops many lists for business, entertainment, and quality of life. One of the country’s most popular, high-profile “green” and culturally rich cities, Austin was recently selected the number one Best Place to Live in the U.S. (U.S. News & World Report). In 2016, Forbes named Austin the city most likely to prosper over the next decade on their America’s Cities of the Future list, and the City of Austin ranked in the top ten on the Forbes list of America’s Best Employers for 2017.
Austin continues to lead with its vision of being the Most Livable City in the Country, emerging as a player on the international scene with such events as SXSW, Austin City Limits, Formula 1, and being home to companies such as Apple, Samsung, Dell, and Ascension Seton Healthcare. From the home of state government and the University of Texas to the Live Music Capital of the World and its growth as a film center, Austin has gained worldwide attention as a hub for education, business, health, and sustainability.
The City offers a wide range of events, from music concerts, food festivals, and sports competitions to museum displays, exhibits, and family fun. Austin is also home to a wonderful ballet, world-class museums, one-of-a-kind shopping, and beautiful outdoor spaces. You can just as easily spend your morning paddling the lake as you can strolling through a celebrated history museum.
Located at the edge of the Texas Hill Country—rolling terrain of limestone bluffs, springs, rivers, and lakes—Austin’s temperate climate is ideal for year-round jogging, cycling, hiking on the City’s many trails, or swimming at Barton Springs or one of the area’s many other swimming holes.
There are a number of excellent golf courses in the area as well as recreational opportunities for rowing, kayaking, canoeing, camping, rock climbing, disc golf, mountain biking, fishing, and more. Austin truly has something to offer for everyone.
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The City of Austin is a progressive, full-service municipal organization operating under the Council-Manager form of government. Austin has a 10-1 council system with an at-large Mayor and Council Members that represent ten districts. The Mayor and Council Members may serve in their respective seats for four years with a maximum of two consecutive terms.
The City Council appoints the City Manager who is the chief administrative and executive officer of the City. The City Manager is responsible for guiding and directing day-to-day operations, as well as providing strategic research, recommendations, and management leadership to the City Council on the city budget, programs, policies, and services. The City Manager implements the organization’s administrative responsibilities with a strong team of Assistant City Managers and department executives. Supported by a staff of more than 14,000 and a budget of $4.1 billion, the City Manager and staff deliver a broad range of services to the citizens of Austin.
The City Council and City Manager of Austin are committed to the mission of delivering the highest quality, cost-effective services. Austin is a beacon of sustainability, social equity, and economic opportunity; where diversity and creativity are celebrated; where community needs and values are recognized; where leadership comes from its community members, and where the necessities of life are affordable and accessible to all.
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