On-Call Services for Customer Service Management for Portland International Airport (PDX)

The Port of Portland is seeking a qualified provider to deliver on‑call customer‑service management at Portland International Airport (PDX) on a 24 × 7 × 365 basis. The contractor will staff, train, supervise, and manage Customer Service Representatives across multiple airport zones, ensure security badge compliance, and provide all related administrative support. Work will be issued through task orders (each ≤ $500 k) over a five‑year base period with two optional one‑year extensions. No minimum dollar amount of work is guaranteed, so the provider must be prepared for variable workload and maintain robust staffing and contingency plans. • Provide continuous staffing for FIS, arrivals hall, terminal pre‑/post‑security areas, TSA checkpoints, baggage claim, lost‑and‑found, conference center, and emergency response zones. • Recruit, hire, background‑check, badge, train, and schedule CSR personnel (including uniform provision) to meet airport security and service standards. • Submit monthly schedules, contingency plans, policy manuals, and detailed invoices; comply with Port‑mandated insurance, audit, and record‑retention requirements. • Align with the Port’s Shared‑Prosperity initiative (community investment, workforce development, small‑business engagement). • Deliver services via task orders; each order capped at $500 k, with the overall contract potentially spanning up to seven years.