Purpose: |
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Under general supervision, or working independently, this position coordinates work, and provides leadership and guidance to staff who are responsible for promoting airport-related programs, activities, initiatives and for ensuring efficient services are available to the traveling public. |
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.
- Coordinates and leads staff responsible for promoting airport-related programs, activities, initiatives, and ensures efficient services are available to the public and internal and external customers.
- Implements the staff schedule to ensure adequate coverage across scheduled hours of operations and determines priorities and monitors staff to ensure completion of work.
- Reviews, monitors, and provides feedback to management on performance of team members and administrative and operational problems.
- Provides training, tours, and ongoing support and guidance for staff and others as needed.
- Provides a high level of customer service to the public and internal and external customers, etc.
- Answers, resolves, and communicates escalated or complex customer requests or inquiries regarding customer service-related issues.
- Acts as a liaison to department divisions in administering various processes, programs, and projects and leads the first response team as directed.
- Implements, monitors, and evaluates program effectiveness and recommends improvement strategies; and prepares summaries, performance measures, data, and reports for management review.
- Responds to weather and emergency situations according to departmental and divisional procedures.
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Responsibilities - Supervisor and/or Leadership Exercised: |
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Provides leadership, work assignments, evaluation, training, and guidance to 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 supervisory and managerial techniques and principles.
- Knowledge of travel or airport industry practice and policy.
- Knowledge of entities related to the aviation or travel industry and local activities and information.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in data analysis and problem solving.
- Skill in planning and organizing.
- Ability to handle conflict and uncertain situations.
- Ability to train others.
- Ability to establish and maintain good working relationships with City employees, volunteers, stakeholders, and the public.
- Ability to work with frequent interruptions and changes in priorities.
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Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus three (3) years of customer service experience or program coordination.
- Experience may substitute for the education up to a maximum of four (4) years.
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Licenses and Certifications Required: |
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None.
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