TQM Total Queue Management Agent (Customer Experience Agent)

JOB DESCRIPTION

Job Title:

Queue (Line) Agent

Company:

American Automation, Inc.

Location:

Denver International Airport (DEN)

Employment Type:

Full-Time

Hourly Rate:

$20.50

POSITION SUMMARY

American Automation, Inc. is seeking Queue (Line) Agents to deliver exceptional customer service at Denver International Airport. This role is responsible for managing passenger flow through TSA security checkpoints while providing clear direction, support, and assistance to travelers.

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.

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

S CHEDULE & 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

Medical, dental, and vision insurance

RTD pass or paid parking

401(k) with company match

Employee recognition programs

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.