Airport Customer Experience Specialist

Job description

Job Overview The Airport Customer Experience Specialist (ACES) plays a vital role in ensuring a seamless and positive experience for passengers throughout all airport terminals. Reporting to the Terminal Experience Supervisors, this position is responsible for monitoring terminal conditions, assisting passengers, coordinating with internal and external stakeholders, and responding to operational challenges in real-time. The role requires strong customer service skills, situational awareness, and the ability to adapt to changing conditions, particularly during irregular operations, holidays, and inclement weather. ACES are essential to maintaining a clean, safe, and welcoming environment, addressing customer needs, and supporting various airport events and initiatives. What you will be doing : Engages with customers to provide assistance, answer questions, and ensure a positive travel experience across all terminals. Provides timely information to customers on all DFW Airport products and services such as amenities, concessions, airlines, kiosks, and wayfinding. Documents and addresses customer concerns, including personnel interactions, service issues, and operational inefficiencies, and escalates to leadership where required. Conducts regular inspections of all public terminal areas, such as (but not limited to) restrooms, vending machines, lighting, and seating areas, ensuring all are well-maintained, clean, and fully operational. Ensures cleanliness, functionality, and ambiance standards are met while reporting issues to the appropriate entity and following up where required. Communicates and assists the Terminal Experience Supervisors to address and correct irregularities in the daily operations impacting the terminal environment. Follows the daily operational plan, makes changes when needed, and helps solve problems as they arise in the operation. Assists, coordinates and communicates with Customer Experience leadership and various stakeholders such as (but not limited to) DPS, IOC, EOC, airlines, and CBP to deliver positive customer experiences during routine and special events, as well as irregular operations (IROPS), weather events, and emergencies. Maintains accurate records of daily operations, irregular occurrences, and service trends to support continuous improvement efforts. Collaborates with airlines, concessions, custodial services, and other airport partners to address customer concerns and ensure a seamless customer experience, within designated scope. Escorts VIPs, assists with military service programs, supports airline and airport-sponsored events such as media visits, conducts terminal tours, and supports other events and programs impacting the terminals as required. Executes the overnight supplies program by distributing and collecting cots, blankets, pillows and other essentials as required, and organizing collection of items following an event of a disruption or emergency Performs warehouse pick-ups, assists with clutter removal and salvage runs, and transports necessary supplies to support customer experience initiatives. Performs other related duties as assigned. What you need: Two (2) years of experience with customer service in a direct customer service environment. Completion of high school curriculum or equivalent Possession of a valid Class C driver's license. Required knowledge, skills, and abilities: Ability to work in a fast-paced, high-stress environment with multiple assignments and conflicting deadlines while remaining calm and reacting quickly and logically in emergency situations. Ability to deal with patrons' complaints and resolve differences in a courteous, tactful manner. Ability to use appropriate information-gathering techniques and analyze and select the best solution. Ability to work in all types of public elevated noise levels within the airport environment. Ability to engage and communicate with customers in a professional and respectful manner. Ability to maintain effective and professional internal and external working relationships with internal and external stakeholders. Ability to utilize Microsoft Office, including Outlook, Excel, Word, PowerPoint, and other computer applications as required. Ability to read, speak and write in English clearly and concisely, using proper grammar, construction and spelling. Ability to work a rotating shift including working nights and weekends. Ability to work hours determined by shift assignments. Ability to pass a medical physical. Ability to lift and carry up to 20lbs for approximately 500 feet; ability to occasionally lift and/or push up to 50 lbs. Ability to stand, lift, bend, walk, push, and pull for an extended time. Communicates by telephone, mobile devices, two-way radio, in person and in writing. Uses reasoning in problem solving and analysis. Performs mathematical calculations and works with statistical data. Desirable: Previous experience related to airport, airline or aviation customer service operations. Ability to speak a second language in addition to English. Special Requirements: This is a designated safety sensitive position as defined in the Drug and Alcohol Policy of the Airport Administrative Policy and Procedure. Applicants selected for this position will be required to pass a drug screening test prior to employment and to submit to drug screening on a random basis during the length of their employment in the safety sensitive position. Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. al. and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal. Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal. This is a designated essential employee position as defined in the Categories and Classifications of Employees Policy of the Airport Administrative Policy and Procedure. This is defined as an employee whose attendance is required to maintain airport operations during an emergency or inclement weather situation. Efforts: Works in Airport terminals. Stands and walks for extended periods of time. Reacts calmly, quickly, and logically in emergency situations; works hours in excess of normal shift during emergencies. Performs mathematical calculations and works with statistical data. Communicates by telephone, mobile devices, two-way radio, in person and in writing. Uses standard office equipment and computer tools. Drives to locations on and off Airport property. Uses near-visual acuity in reading written documents and statistical data. About Us We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees. Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be. Bring your talents to DFW. Live and work with purpose.