Copy of PDX Customer Service Representative

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.

Customer Service Representatives support incoming and outgoing domestic and international passengers at Portland International Airport (PDX) by providing a proactive, friendly, and solutions-focused experience.

Representatives provide clear directions, assist with passenger flow, and help maintain organized lobby and checkpoint areas. Working alongside PDX Terminal Operations, TSA, VIP Hospitality leadership, and other airport partners, representatives respond professionally to passenger concerns and help create a smooth and welcoming travel experience.

• →Greet passengers with a positive, approachable demeanor and maintain a calm, respectful, and professional tone.
• →Proactively identify passengers who appear confused, delayed, or in need of assistance and provide timely guidance.
• →Help passengers locate checkpoints, appropriate lines, and airport resources while supporting balanced traffic flow throughout the lobby.
• →Monitor 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 periods and adapt to changes in passenger volume, checkpoint needs, and assignments.
• →Maintain a clean, organized, and professional presence in assigned areas and follow applicable airport, TSA, Customs and Border Protection, client, and VIP Hospitality procedures and safety expectations.

• A service-focused attitude with a commitment to treating every traveler with courtesy, integrity, and respect.
• Previous customer service experience preferred, particularly in hospitality, aviation, transportation, retail, or other busy public-facing environments.
• Strong verbal communication and interpersonal skills, including the ability to provide clear directions to individuals and groups.
• Sound judgment, patience, and the ability to remain 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.
• High school diploma, GED, or equivalent preferred; required where applicable under contract or airport credentialing standards.
• Ability to work flexible schedules, including mornings, evenings, weekends, holidays, and irregular shifts.
• Bilingual in Spanish (Highly Preferred)

• 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 person and by radio in a fast-paced environment.