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About the Role

The primary purpose of the Customer Service Representative - Temp position is to respond to customer questions and complaints, provide information, and resolve problems for all airport customers and the public at Austin-Bergstrom International Airport (AUS). This position is also responsible for providing crowd management and assistance with customer experience and engagement services.

Responsibilities

• 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.
• Greeting customers, directing customers to correct ticket counter, gate, baggage carousel.
• Respond to processing/access questions.
• Provide directions/information on accessing airport services and amenities.
• Provide crowd management and assistance with customer experience and engagement services.
• Document customer general inquiry.
• Provide guidance and assist with volunteers.
• Assist with special projects, events and request as needed.

Requirements

• Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.
• 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.
• Must have the ability to read, write, and fluently speak in English.

Skills

• 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.

Location

• Austin-Bergstrom International Airport (AUS)
• airport terminal
• non-secured & secured areas of the concourse
• baggage claim
• Visitor Information Centers
• podiums
• customs
• roaming throughout the airport terminal

Work Type

• Temp
• Essential Personnel

Experience Level

• Two (2) years of experience in billing, credit counseling, or customer service.

Education Level

• Graduation from an accredited high school or equivalent

Salary/Compensations

• $23.76 - $27.32

Benefits

• Health and welfare benefits

About the Company

• 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.
• 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.
• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
• Work in an environment where employees are valued, and innovation thrives.
• Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Plan for the future with the City of Austin Employees' Retirement System.
• Commute easily with access to public transit and bike-friendly infrastructure.
• Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Advance your skills and expertise with professional development and leadership opportunities.
• 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.

Equal Opportunity

• 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.