Airport Queue Quality and Customer Experience Agent

Guest Experience Agent | TQM — Job Description

American Automation, Inc. is seeking agents to deliver exceptional customer service at Denver International Airport. This role manages passenger flow through TSA security checkpoints while providing clear direction, support, and assistance to travelers. We support TSA with ongoing staff augmentation. 

Our team operates with a strong service culture built on professionalism, adaptability, teamwork, and integrity. We support over 65,000 travelers daily and are committed to enhancing the overall passenger experience at DEN.

Job Title: Guest Experience Agent–TQM

Location: Denver International Airport (DEN)

Employment Type: Full-Time

Base Hourly Rate: $20.50

Bonus Hourly Rate: $22.00

ABOUT THE COMPANY

American Automation, Inc. is a woman- and minority-owned business supporting a multi-year contract at Denver International Airport. Our mission is to serve the traveling public, TSA, and airport operations while contributing to DEN’s goal of becoming the #1 airport in the United States.

We operate under a simple principle: treat others the way you want to be treated.

KEY RESPONSIBILITIES

• Welcome and assist travelers through the TSA queue (line) processes.
• Provide wayfinding support (restrooms, parking, checkpoint directions, etc.)
• Assist veterans, preferred travelers, and passengers with special needs.
• Manage queue systems at TSA checkpoints and verify required credentials.
• Balance passenger flow by directing travelers to checkpoints with lower wait times
• Monitor and help reduce congestion across multiple checkpoints.
• Record and report checkpoint data, including wait times and lane activity
• Move between checkpoints based on operational needs.
• Follow all established post orders and security protocols.
• Deliver consistent, respectful, and professional customer service in a high-volume environment.
• This position requires mandatory paid operations/safety meetings at various intervals. You are expected to attend these meetings as part of this position.

PREFERRED QUALIFICATIONS

• Prior customer service experience
• Ability to work effectively under pressure in fast-paced environments
• Strong attention to detail and critical thinking skills
• Effective communication and teamwork abilities
• Bilingual skills are a plus
• Must be legally authorized to work in the United States

PHYSICAL REQUIREMENTS

• Ability to stand and walk for an entire 8-hour shift
• Ability to walk approximately 12,000–14,000 steps per day
• Ability to remain physically active throughout the shift
• Ability to move between multiple airport locations and checkpoints
• Ability to bend, stoop, reach, and navigate crowded environments
• Ability to work in high-traffic, fast-paced airport conditions
• Ability to work varied schedules, including mornings, evenings, weekends, and holidays
• Must be able to perform essential job functions with or without reasonable accommodation

SCHEDULE & WORK ENVIRONMENT

• Full-time positions only
• Flexible scheduling based on airport operational needs
• Shifts may include mornings, afternoons, evenings, weekends, and holidays

COMPENSATION & BENEFITS

• Starting hourly rate: $20.50
• Bonus hourly rate: $22.00

l  Medical, dental, and vision insurance

l  RTD pass or paid parking

l  401(k) with company match

l  Employee recognition programs

l  Career growth opportunities

WHAT TO EXPECT

Join a collaborative, service-driven team dedicated to improving the passenger experience at Denver International Airport. This role is ideal for individuals who enjoy active work, helping people, and thriving in fast-paced, dynamic environments.