Customer Care Agent

Website PITairport Allegheny County Airport Authority

At the Allegheny County Airport Authority, it is our vision to reflect and serve the community, inspire the industry, and advance the region’s role as a world leader. We look for talented people who are uniquely qualified to serve our mission of becoming a global aviation leader, driving innovation, regional growth and prosperity.

At the ACAA we all have a role in the ambitious transformation of becoming a smarter airport that will enhance the passenger experience and deliver on our mission of being a global aviation leader. Here is how the Customer Care Agent will help:

  • Utilize technology to provide guidance, resolve issues, and deliver exceptional customer experience through in-person terminal engagement and via digital channels
  • Monitor communication channels to capture and quickly respond to customer service inquiries in real time, including email, website, chat, social media, text
  • Resolve customer complaints, issues and/or other related concerns with a sense of urgency and effective problem resolution through customer recovery programs
  • Utilize Customer Relationship Management software to document customer concerns, preferences, and feedback for providing management improvement concepts
  • Identify customer data trends and make recommendations to continuously improve customer experience
  • Leverage social media to identify opportunities for random acts of kindness
  • Monitor and manage passenger flow through congested areas of the airport such as security screening access points, Federal Inspection Service areas, common spaces, and the baggage claim area
  • Complete daily/weekly/monthly reports and records to track service glitches, report compliance and maintenance issues, ensure health and safety, and ensure passengers receive priority service
  • Administer customer surveys, including monthly airport industry benchmark survey
  • Assist with coordinating and improving customer programs, including Ambassador Program, VIP Program, Accessibility & Inclusion Programs, Distressed/Stranded Passengers, Airport Tour Program, and First Time Flyers
  • Train and onboard new volunteers to provide the best possible customer care and represent the PIT brand
  • Assist with customer data reporting through centralized knowledge database
  • Perform other related tasks as assigned or required

Our culture is innovative and customer centric. We are a learning and performance culture where how we accomplish our priorities is equally important as what we accomplish. The successful candidate in the Customer Care Agent role will exhibit the following key competencies:

  • Communication – Proactively conveys a clear, convincing, and timely message; Communicates effectively using two way communication through strong verbal, written, and listening skills
  • Strategic Thinking – Thinks “big picture”; Forward thinking and adept at seeing future outcomes and results; Commits to a course of action to accomplish individual, team and organizational goals
  • Team Builder – Recognizes the value of team work and being an effective contributor to the team that drives desired results
  • Customer Centricity – Aware of customer needs and the prioritization of our customers both internal and external; Makes decisions with customer in mind; Builds strong customer relationships

The minimum requirements needed to qualify for the Customer Care Agent role are:

  • Associate’s degree in Marketing, Communications, Hospitality or a related field from an accredited four-year college or university
  • 2-4 years customer service related experience
  • Multi-lingual preferred
  • Strong customer orientation with excellent customer service skills
  • Knowledge of social media applications and practices

All interested candidates should apply through the company website at

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