| Purpose: |
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Under general supervision, this position is responsible for handling customer questions and complaints, providing information, and resolving problems for all airport customers and the public at Austin-Bergstrom International Airport (AUS). This position is also responsible for providing crowd management and assistance with customer experience and engagement services. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Provides customer service to the public, tenants, concessionaires, and other stakeholders; assists senior-level personnel with events to ensure a first-class customer service experience.
- Responds to inquiries, requests for information, passenger tracking, and other available customer service resources; utilizes a variety of technology devices to assist customers with information requests.
- Performs conflict management and resolution; works to resolve issues quickly and effectively.
- Ensures the efficiency of passenger travel by monitoring the flow of passengers through the terminal areas and the Transportation Security Administration (TSA) Security checkpoint line queues.
- Provides effective, crowd management in the domestic terminal areas by utilizing various methods for managing crowds.
- Assists with providing all customers and passengers with customer engagement efforts upon request; participates on AUS teams and initiatives.
- Attends training, airport briefings and meetings; stays abreast of all airport services and amenities, builds and maintains relationships, performs administrative related duties.
- Acts as shelter representative for all customers in emergency situations.
- Monitors airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and reports issues to the appropriate authority.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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May train others.
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| Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of customer relations techniques and practices.
- Knowledge of conflict management and resolution.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software.
- Skill in planning and organizing.
- Skill in handling conflict and uncertain situations.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to work independently or in a group.
- Ability to establish and maintain effective communication and working relationships with City employees, stakeholders, and the public.
- Ability to work in stressful situations because of human behavior, time and/or operational constraints, emergency situations, and multiple simultaneous demands and task.
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| Minimum Qualifications: |
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Graduation from an accredited high school or equivalent, plus two (2) years of experience in customer experience, engagement, and conflict management or resolution. |
| Licenses and Certifications Required: |
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None.
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