City of Austin - JOB DESCRIPTION

Guest Services Specialist Senior

Under minimal supervision or working independently, this position is responsible for administering and implementing an array of customer service programs for all customers and public at Austin-Bergstrom International Airport (AUS). This position is also responsible for providing customer experience, engagement, and crowd management services.

1. Administers and implements customer services programs.
2. Manages customer service terminal events by meeting and greeting customers, approving permits, training participants and volunteers for events.
3. Provides quality customer experience by making reasonable efforts in providing vital and critical services. Provides information about AUS services to customers limited in English proficiency (LEP); monitors and updates the Language Access Plan’s procedures, processes, etc.
4. Acts as primary responder to Customer Relations Management Systems Program (CRMS) inquiries, requests, comments, etc.; conducts research, analyzes data and trends, determines accuracy and relevance of data and information, and uses sound judgment to evaluate alternatives/solutions.
5. Conducts surveys and data collection services to determine customer satisfaction and for a variety of purposes; summarizes findings, data collection techniques, implementation of options, etc.; conducts interviews and performs behavioral observation, monitoring, and preservation/recording; collects, maintains, and organizes records of data for survey research projects.
6. Responds to inquiries, requests for information, passenger tracking and other customer service resources; utilizes a variety of technology devices to assist customers with information requests; interacts with customers and the public and works to resolve issues quickly and effectively.
7. Ensures the efficiency of passenger travel by monitoring the flow of passengers through the domestic and custom areas.
8. Provides effective, courteous crowd management in the international arrivals terminal areas by utilizing various methods and techniques for crowd management.
9. Attends training, airport briefings and meetings; stays abreast of all airport services and amenities, builds and maintains relationships, and performs administrative-related duties.
10. Monitors airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and report issues to the appropriate authority. Provides assistance to passengers in emergency situations.

May lead and train others.

• Knowledge of administering and implementing customer service-related programs, events, etc.
• Knowledge of customer relations practices.
• Knowledge of sampling principles required to obtain research samples.
• Knowledge in conflict management and resolution.
• Skill in program administration and implementation.
• Skill in planning and organizing.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in data collection techniques and processes.
• 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 have active listening and maintain confidentiality in sensitive matters.
• Ability to work in in stressful situations because of human behavior, time and/or operational constraints, emergency situations, and multiple simultaneous demands and tasks.

Graduation from an accredited high school or equivalent, plus four (4) years of experience in customer experience, engagement, or conflict management and resolution, including one (1) year of experience which was in field work collecting data.

Must possess and maintain the US Customs & Border Protection Seal.