Customer Experience Representative (Denver)

Description

FLSA: Non-exempt
Reports to: Shift Supervisor / Facility Manager
Status: Safety-Sensitive (all facility roles)

FINE Airport Parking was built on the FINE Experience-safe, seamless, and first-class service from arrival to return. As a Customer Experience Representative, you are the face of that experience, creating welcoming, efficient, and memorable interactions for every guest. You help guests navigate the lobby, lot, and curb, assist with luggage, and support smooth shuttle operations, ensuring every journey through the facility is seamless and enjoyable.

Essential Functions

• Greet and welcome guests, provide wayfinding, clear communication, and service recovery across the lobby, lot, and curb.
• Check in guests with or without reservations; verify information and explain ticketing and scan-out processes.
• Verbally communicate clearly with guests and teammates in person and over radio to provide directions, explain tickets and scan-out steps, answer questions, and coordinate shuttle timing while following professional radio standards, with or without reasonable accommodation. The primary operating language on shift is English.
• Answer common questions and provide facility and service information.
• Coordinate shuttle ETAs and curb flow over radio using professional radio standards, codes, and timely updates to Dispatch.
• Safely load and unload luggage; maintain clean, organized, and fully stocked lobby and curb areas.
• Provide operational support as needed, including basic valet assistance during high-volume periods.
• At locations with a Detail Shop, identify guest needs, introduce service options, and refer or close services according to SOP.
• Operate company or guest vehicles safely as assigned; follow traffic plans and maintain ticket and key accuracy.

*Perform other job-related duties of similar nature and level as assigned. These are not considered essential functions and will be assigned consistent with training, safety, and business need.

Minimum Qualifications

• Strong customer service skills with professional verbal communication.
• De-escalation skills.
• Professional radio etiquette.
• Basic systems and POS proficiency.
• Sales aptitude for brief service conversations and scripted interactions.
• Reliable attendance and punctuality.

Preferred Qualifications

• Experience in hospitality, parking, or retail service.
• Experience with referral-based or upsell sales programs.

Our Culture

We are people-first, with high support and high standards, focused on delivering the FINE Experience every shift.

Benefits

• Medical, Vision, and Dental Insurance: FINE covers up to 80% of the employee-only premium for medical, vision, and dental insurance after a 60-day waiting period. Health spending account options are also available.
• Basic Group Life Insurance: FINE provides a $10,000 basic group life insurance plan at no cost to the employee.
• Voluntary Insurance Plans: Options for additional voluntary life, spouse/child life, short-term disability, hospital indemnity, critical illness, and accident insurance at low cost.
• Paid Time Off (PTO): PTO accrues based on your hours worked.
  • 0-12 Months Tenure: 0.033 hours per hour worked (up to 70 hours PTO annually).
  • 13+ Months Tenure: 0.03846 hours per hour worked (up to 80 hours PTO annually).
• CO Sick Pay: 0.023 hours per hour worked (up to 48 hours PTO annually).
• 401(k): Company match up to 4% after a 6-month waiting period.
• Additional Benefits: Discounts on personal vehicle detailing, regular team-building activities, and a collaborative work environment.

Requirements

Safety-Sensitive Requirements (applies to all facility roles)

• Maintain a valid driver's license and meet company/insurer insurability criteria, annual MVR review.
• Lift and carry up to 50 lbs. solo and negotiate three steps while carrying.
• Comply with FINE's substance-free policy.
• Perform essential functions with or without reasonable accommodation.

*Any driving requires 2 consecutive years licensed. Shuttle duty (if assigned) requires age 23+ per insurer.

Physical & Environmental Demands

• Extended standing, walking, bending, and reaching throughout the shift.
• Use of equipment and carts as needed to support operations.
• Indoor and outdoor exposure to heat, cold, precipitation, noise, and active traffic.
• Use of personal protective equipment (PPE) as required.