Skills
Customer service
Stakeholder coordination
Microsoft Office (Outlook, Excel, Word, PowerPoint)
About the Role
The Airport Customer Experience Specialist (ACES) helps create a smooth, welcoming journey for passengers across all airport terminals. Reporting to the Terminal Experience Supervisors, you’ll monitor terminal conditions, assist travelers in real time, coordinate with internal and external partners, and respond effectively during irregular operations, holidays, and severe weather.
Responsibilities
- Greet and assist passengers across terminals by answering questions and helping resolve travel-related concerns
- Provide timely guidance on airport products and services, including amenities, concessions, airlines, kiosks, and wayfinding
- Document customer issues and operational concerns, then escalate to leadership when appropriate
- Conduct routine inspections of public terminal areas (restrooms, vending, lighting, seating, and other facilities) to ensure cleanliness and proper function
- Maintain cleanliness and service standards by reporting issues to the correct teams and following up as needed
- Support Terminal Experience Supervisors in adjusting daily operations to address terminal environment impacts
- Coordinate with Customer Experience leadership and key stakeholders (including DPS, IOC, EOC, airlines, and CBP) during routine events, special events, irregular operations, and emergencies
- Keep accurate records of daily activity, irregular occurrences, and service trends to support continuous improvement
- Support VIP escorts, military service programs, media visits, terminal tours, and other events as required
- Assist with overnight supplies distribution and collection, plus warehouse pick-ups, clutter removal, and supply transport for customer experience initiatives
Requirements
- Two (2) years of experience in direct customer service in a customer-facing environment
- High school diploma or equivalent
- Valid Class C driver’s license
- Ability to remain calm and act quickly in a fast-paced, high-stress setting, including emergency situations
- Strong conflict resolution and customer service skills with a courteous, tactful approach
- Ability to gather information, evaluate options, and select effective solutions
- Comfort working around elevated public noise levels in an airport environment
- Professional communication skills in English (read, write, and speak clearly)
- Proficiency with Microsoft Office tools including Outlook, Excel, Word, and PowerPoint
- Ability to work rotating shifts, including nights and weekends, as assigned
- Ability to pass a medical physical
- Physical capability to lift and carry up to 20 lbs for extended distances (approximately 500 feet) and occasionally lift/push up to 50 lbs; ability to stand, walk, bend, lift, push, and pull for long periods
- Ability to communicate via phone, mobile devices, two-way radio, in person, and in writing
- Ability to perform basic calculations and work with statistical data
Benefits
- Opportunity to support a world-class airport experience at Dallas Fort Worth International (DFW)
- Meaningful role focused on passenger service, safety, and continuous improvement
- Training and access to tools and processes needed to succeed in a safety-sensitive, essential environment
Special Requirements
- Designated safety-sensitive role: required to pass a pre-employment drug screening and participate in random testing during employment
- Obtain and maintain a TSA-compliant SIDA Airport Identification/Access Badge within 30 days of hire
- Obtain and maintain CBP security access clearance within 30 days of hire
- Designated essential employee: required to work during emergencies or inclement weather to maintain airport operations
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