Airport customer experience specialist

Airport Customer Experience Specialist

Tryfacta is seeking an Airport Customer Experience Specialist for our client in Dallas, TX 75261. This is a temporary contract assignment. If you meet the qualifications listed below and are interested, please apply now!

Position Title: Airport Customer Experience Specialist

Location: Dallas, TX 75261

Duration: 3 months with the possibility of extension depending on performance and client requirements

Work Schedule: Days and shift timings

Ensure consistent customer service coverage during the FIFA World Cup and peak summer operational periods, while maintaining service standards and supporting day-to-day terminal operations.

Responsibilities for this position include, but are not limited to:

• Engage with customers, review their daily worksheet, and react to changes in the operating environment.
• Deliver positive customer experiences in cooperation with DPS, Client, TSC, EOC, and CBP during routine or emergency events (Accident/injury reports, elevator/ Skylink entrapments, homeless population, criminal trespass)
• Answer customers' questions and concerns, provide information for all client products, including client services, amenities, concessions, and kiosks.
• Deliver customer assistance for internal/external stakeholder requests, including but not limited to terminal tours and media events, Military Service Member Support/USO, SkyLink interruptions, and client special events such as the Snowball Express.
• Performs the multiple customer experience functions for all areas of the terminal: (Public Space, Client Space, Checkpoints, Concessions, Customs and Border Protection, Custodial and Maintenance Support, Terminal Projects).
• Complete a variety of activity logs and status reports used to monitor the business unit.
• Execute the daily operational and direct engagement and interaction with customers, monitor the actual operational environment to mitigate customer impact, and maintain a positive customer experience throughout the terminal.

To be considered for this position, you should have:

• Minimum of 5 or more years of face-to-face customer service experience, no call center
• Need bilingual candidate; proficiency in Spanish or Japanese.
• Preferred prior experience in an airport or similar operational environment
• Ability to walk extensively, approximately 15,000 steps or more per day
• Ability to lift and carry up to 20 lbs. for approximately 500 feet; ability to occasionally lift and/or push up to 50 lbs.
• Possession of a valid Class C driver's license
• Proactive customer-focused mindset: demonstrates initiative in identifying and addressing customer needs before they escalate, ensuring a smooth and positive experience.
• Commitment to exceptional service: displays a genuine desire to create a welcoming and helpful environment for all travelers, treating every customer interaction as an opportunity to make a lasting impression.
• Strong communication skills: communicates clearly, professionally, and empathetically with passengers, team members, and stakeholders, both in-person and via radio or written channels.
• Team-oriented attitude: works collaboratively with fellow ACES, supervisors, and terminal managers to ensure consistency in service delivery and team support.
• Detail-oriented with cleanliness awareness: maintains a strong focus on terminal cleanliness and organization, recognizing that a clean, well-maintained environment enhances both employee performance and customer satisfaction.
• Adaptability and problem-solving: adjusts quickly to changing circumstances and passenger needs, using sound judgment to resolve issues and escalate when appropriate.
• Situational awareness and safety focus: maintains alertness to surroundings, identifying potential hazards or operational inefficiencies and acting promptly to ensure passenger and team safety.
• Technology competence: comfortable using communication tools, client service request systems, and digital reporting platforms to support operations and document service issues.
• Emotional intelligence and patience: navigates high-stress or emotional situations with professionalism and empathy, supporting travelers who may be lost, delayed, or distressed.
• Pride in representing the client: takes ownership of the client's reputation and brand by upholding the client's standards of excellence in appearance, attitude, and service delivery.

Desirable:

• Ability to speak a second language in addition to English.
• Ability to utilize Microsoft Office, including Outlook, Excel, Word, PowerPoint, and other computer applications as required.

Tryfacta is an Equal Opportunity-Affirmative Action Employer. We do not discriminate based on minority/female/disability/veteran/gender identity/sexual orientation/age.