|Date Posted||September 21, 2022|
|Category|| Call Centre / CustomerService |
|Job Type|| Permanent |
Applications will be accepted from: ALL PERSONS INTERESTED
Division/ Section: Bush Intercontinental / Terminal Management - Customer Services
Workdays & Hours: Shift work, including rotation, weekends, and holidays (subject to change).
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The mission of the Customer Service Team is to firmly establish the airport as a 5-Star organization by engaging talented airport professionals who embrace the core values of the Houston Airport System. Ensures a friendly, safe, and efficient operating environment by maintaining strict compliance with federal, state and local government regulations while providing the highest levels of customer service for all passengers, visitors, tenants and employees through training, expertise and personal dedication. The purpose of the Customer Service section is to provide assistance to all customers processing through the Terminal process and manages all common use facilities with our primary focus of maintaining compliance with federal, state and local rules and regulations pertaining to the airport.
The purpose of the Airport Services Representative I position is to serve a wide scope of internal and external customers including, but not limited to the traveling public, airlines, commercial transportation providers, regulatory agencies, tenants, contractors, City departments and HAS cost centers. This role will demonstrate leadership, organization and communication while assisting and monitoring large banks of passengers through the airport. "Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."
The Airport Services Representative I duties will include but are not limited to:
- Assists passengers, medical patients and airline personnel with directions and information regarding different terminals, airlines, and services.
- Facilitates International passenger's departures and arrivals through the Federal Inspection Services (FIS) in collaboration with Customs Border Protection (CBP) leadership and Stakeholders to exceed the department passenger processing goals.
- Greets and assists international and domestic visitors and dignitaries such as presidents of foreign countries, consul representatives, international officials, and local, state and federal government representatives.
- Promotes collaboration and values passenger, business partner and team member input to improve the overall terminal passenger processing experience and make the passengers happy.
- Responsible for all aspects of the customer experience including information booth coverage and lost and found to seek solutions and corrective actions to ensure the airport is five-star quality.
- Comply with departmental policies, procedures and enforces regulatory compliance relative to operational activities.
- Support special events, facilitation of dignitaries and VIP.
The position routinely requires lifting of moderately heavy items, such as barricades, construction cones or equipment (up to 50 pounds) and/or very long periods of walking on rough surfaces on a routine basis. There are routine discomforts from exposure to moderate heat, cold, moisture/wetness and unpleasant air conditions. The position may involve routine exposure to soiled materials and light chemical substances such as paints and cleaning solutions. Requires the ability to make coordinated eye/hand movements within fairly fine tolerance and/or calibration demands; or the ability to make closely coordinated eye/hand movements on a patterned response space within moderate tolerance demands.
Requires a high school diploma or a GED.
One year of experience in a customer service or hospitality environment is required.
Substitution: An Associate's or Bachelor's degree in Hospitality Management, Aviation Management, Business or a closely related field may be substituted for the education and experience requirements
Requires a valid Class C Texas driver's license and compliance with the City of Houston's policy on driving (AP 2-2). Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
Preference will be given to applicants with the ability to read, write, speak, and translate English and foreign language to answer customer inquiries and review documents. Operational experience in an airport environment, strong communication and analytical skills, and a passion for customer service. Ability to look at deficiencies within the operation and come up with creative solutions to challenges. An in depth understanding of airports and passengers' needs. Ability to communicate effectively and establish and maintain cooperative relationships with airport partners, peers, City and HAS officials and the general public.SELECTION/SKILLS TESTS REQUIRED
The selection process will involve application review and/or interview. Department may administer skills assessment test.
SAFETY IMPACT POSITION
YES - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
Pay Grade 13
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: .
To view your detailed application status, please log-in to your online profile by visiting: or call ).
If you need special services or accommodations, call ). (TTY 7-1-1)
If you need login assistance or technical support call .
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: .
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.