Senior Airport Service Representative

**POSITION OVERVIEW** **Applications will be accepted from: ALL PERSONS INTERESTED** **Division / Section**:William P Hobby - ****: - Customer Service (International)**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 and manages all common use facilities. - The purpose of the Senior Airport Services Representatives position is to provide a 5-star experience to all passengers by inspecting all facilities, amenities and processes to ensure the safe and seamless flow of passengers to obtain the highest level of customer satisfaction and guarantee operational readiness. - **"Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."** The Senior Airport Services Representative duties will include but are not limited to: - Provides mentoring and coaching to team members to meet organizational goals. - Inspects airport terminal areas, the perimeter, and tenant facilities to ensure safe, secure operations and opening day fresh standard. Prepares inspection reports. Reports unsafe conditions and policy/procedure violations to the appropriate personnel and takes corrective action as needed. - Observes and reports tenant and airline activities to ensure compliance with airport leases, contracts, standards and policies/procedures. Reports violations to supervisor and takes corrective action as needed. - Acts as field liaison during emergencies. Supports operational activities and maintains order during aeronautical-related emergencies, following the Airport Emergency Plan and other airport rules and regulations. - May assist in the training of Airport Services Representatives. - Coordinates with Airlines, Transportations Security Agency (TSA), and Customs Border Protection (CBP) to ensure passengers process through areas in an expeditious manner. - May facilitate International passenger’s departures and arrivals through the FIS in collaboration with CBP leadership and Stakeholders to exceed the department passenger processing goals. - Promotes collaboration and values passenger, business partner and team member input to improve the overall passenger processing experience and make the passengers happy. - Responsible for all aspects of the customer experience to seek solutions and corrective actions to ensure the airport is five-star quality. - Inspect, report and schedule facility irregularities to ensure opening day fresh. - Comply with departmental policies, procedures and enforces regulatory compliance relative to operational activities. - Support special events, facilitation of dignitaries, heads of state, and VIPs. - Contributes to the team by performing other duties as assigned. **WORKING CONDITIONS** - 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. **MINIMUM REQUIREMENTS** **EDUCATIONAL REQUIREMENTS** - Requires a Bachelor’s Degree, preferably in Hospital Management, Aviation Management, Business or related fields. Directly related professional experience in airport operations or customer service above the required years of experience may be substituted for the above education requirement on a year-for-year basis. **EXPERIENCE REQUIREMENTS** - Three years of experience in a customer service environment and one year of experience assisting passengers in an airport environment are required. **LICENSE REQUIREMENTS** Requires a valid Class C Texas driver’s license and compliance with the City of Houston’s policy on driving (AP 2-2). **PREFERENCES** 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