PDX Customer Service Representative - PM Shift - Bilingual English/Spanish

Job description

PDX Customer Service Representative – Bilingual English/Spanish (PM Shift) Department: Service Operations Location: Portland International Airport (PDX) – Portland, OR Shift: PM Shift | 3:30 PM – 10:30 PM Hourly Pay: $21.75 Language Requirement: Bilingual in English and Spanish (Required) About the Role VIP Hospitality LLC is seeking a dependable, customer-focused Bilingual Customer Service Representative (English/Spanish) to support afternoon and evening passenger operations at Portland International Airport (PDX). In this role, you will assist incoming and outgoing domestic and international passengers by providing proactive, friendly, and solutions-focused service. You will help travelers navigate the airport, manage passenger flow, and maintain organized lobby and security checkpoint areas. Working alongside PDX Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners, you will respond professionally to passenger needs and help create a smooth, efficient, and welcoming travel experience. Bilingual proficiency in English and Spanish is required for this position. Candidates must be able to communicate confidently and effectively with passengers in both languages. This position is specifically assigned to the PM shift, from 3:30 PM to 10:30 PM , with availability for scheduled weekends and holidays as operationally required. What You'll Do Greet passengers with a positive, approachable demeanor while maintaining a calm, respectful, and professional tone. Provide clear, accurate passenger assistance and directions in both English and Spanish. Proactively identify passengers who appear confused, delayed, or in need of assistance and provide timely guidance. Help travelers locate security checkpoints, appropriate lines, gates, and airport resources while supporting balanced passenger flow throughout the lobby. Monitor passenger queues, assist with line management, and identify potential congestion or service concerns before they escalate. Set up, adjust, and maintain stanchions and checkpoint queue layouts according to operational needs and approved procedures. Respond promptly to passenger questions and concerns, provide accurate information, and escalate issues when additional support is needed. Coordinate with PDX Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners to support smooth checkpoint operations. Use radios and other approved communication tools to share clear, accurate, and timely operational updates. Support teammates during peak travel periods and adapt to changing passenger volumes, checkpoint needs, and assignments. Maintain a clean, organized, and professional presence in assigned areas while following applicable airport, TSA, Customs and Border Protection, client, and VIP Hospitality procedures and safety expectations. Required Qualifications Bilingual proficiency in English and Spanish is mandatory. Applicants must be able to understand, speak, and communicate effectively in both languages in a professional customer service environment. Availability to consistently work the assigned PM shift (3:30 PM – 10:30 PM) , including scheduled weekends and holidays as required. Strong verbal communication and interpersonal skills, with the ability to provide clear directions and instructions to individuals and groups. A service-focused attitude with a commitment to treating every traveler with courtesy, integrity, and respect. Sound judgment, patience, and the ability to remain calm and professional during busy or stressful travel periods. Dependability, punctuality, and the ability to maintain a professional appearance and positive attitude throughout the shift. Willingness to learn PDX Airport's layout, checkpoints, passenger flow, and airport partner procedures. Ability to obtain and maintain all required airport badges, credentials, and clearances. Must meet applicable minimum age and work authorization requirements. Preferred Qualifications Previous customer service experience, particularly in hospitality, aviation, transportation, retail, or other high-volume public-facing environments. Experience assisting diverse populations and communicating with customers from different cultural and linguistic backgrounds. Familiarity with airport operations, passenger assistance, or security checkpoint environments. High school diploma, GED, or equivalent; required where applicable under contract or airport credentialing standards. Essential Functions and Physical Requirements Stand and remain alert for extended periods at assigned posts, with or without reasonable accommodation. Walk throughout busy airport areas, direct passengers, monitor queues, and provide assistance, with or without reasonable accommodation. Lift, move, or adjust stanchions and related queue-management equipment weighing up to 50 pounds, with or without reasonable accommodation. Communicate clearly in English and Spanish, both in person and through approved communication equipment, in a fast-paced airport environment. Position Details Position: Customer Service Representative – Bilingual English/Spanish Location: Portland International Airport (PDX) Shift: PM | 3:30 PM – 10:30 PM Pay: $21.75 per hour Bilingual Requirement: English and Spanish – Required About VIP Hospitality LLC Incorporated in 2004, our company seeks to efficiently elevate the experience of valued patrons and guests served by our contractees exclusively within the hospitality, travel, and tourism industries.