Temporary - Customer Service Representative
Full Time
Austin, TX 78704
$22.10 - $25.11 an hour
Posted
Job description
Position Information
Posting Title
Temporary - Customer Service Representative
Job Requisition Number
COA088996
Position Number
T90506
Job Type
Full-Time
Division Name
Aviation - Administrative Support
Minimum Qualifications
Education and/or Equivalent Experience:
- 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 primary purpose of the Customer Service Representative Temp position is to provide information and assistance to travelers and people meeting passengers; to help ensure quality services are provided to all customers using Austin-Bergstrom International Airport. In addition, this position is responsible for providing tours, training and assist with orienting volunteers for the Austin-Bergstrom International Airport’s Ambassador Program.
The Temporary Customer Service Representative position is located in the airport terminal. The areas are within the non-secured & secured areas of the concourse and in baggage claim. The areas consist of the Visitor Information Centers, podiums, customs and roaming throughout the airport terminal.
The duties consist of greeting customers, direct customers to correct ticket counter, gate, baggage carousel; respond to processing/access questions, provide directions/information on accessing airport services and amenities, and document customer general inquiry, provide tours, train and assist with orienting volunteers, assist with special projects, events and request as needed.
ASSESSMENT
The primary purpose of the Customer Service Representative Temp position is to provide information and assistance to travelers and people meeting passengers; to help ensure quality services are provided to all customers using Austin-Bergstrom International Airport. In addition, this position is responsible for providing tours, training and assist with orienting volunteers for the Austin-Bergstrom International Airport’s Ambassador Program.
The Temporary Customer Service Representative position is located in the airport terminal. The areas are within the non-secured & secured areas of the concourse and in baggage claim. The areas consist of the Visitor Information Centers, podiums, customs and roaming throughout the airport terminal.
The duties consist of greeting customers, direct customers to correct ticket counter, gate, baggage carousel; respond to processing/access questions, provide directions/information on accessing airport services and amenities, and document customer general inquiry, provide tours, train and assist with orienting volunteers, assist with special projects, events and request as needed.
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.
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.
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 RECORDS 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.
SHIFT INCENTIVE
Shift work includes shift differential incentive for evening and night shifts and weekends.
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
$22.10 – $25.11
Hours
Sunday – Wednesday; 3:00 am – 2:00 pm
Wednesday – Saturday; 3:00 am – 2:00 pm
Sunday – Wednesday; 11:00 am – 10:00 pm
Wednesday – Saturday; 11:00 am – 10:00 pm
Wednesday – Saturday; 3:00 am – 2:00 pm
Sunday – Wednesday; 11:00 am – 10:00 pm
Wednesday – Saturday; 11:00 am – 10:00 pm
Days/hours will change depending on departmental needs.
Work hours may include after-hours, holidays, and weekend work.
Work hours may include after-hours, holidays, and weekend work.
Job Close Date
06/19/2023
Type of Posting
External
Department
Aviation
Regular/Temporary
Temporary
Grant Funded or Pooled Position
Not Applicable
Category
Clerical
Location
Austin - Bergstrom International Airport
Preferred Qualifications
Preferred Experience:
- Communication Skills
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.
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.
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.
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