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WORK OBJECTVE
This position supports the Director of Aviation in planning, monitoring, and marketing the operational effectiveness and innovation of the aviation division in conjunction with customer facing aspects of the 10-year Strategic Plan. Responsible for customer service and landside customer experience initiatives for the NFTA at both Buffalo Niagara International and Niagara Falls International Airports. An employee in this classification performs a variety of important duties in developing and carrying out departmental programs, including the exercise of independent judgment in the establishment of initiatives in a way that supports the Authority’s social responsibility and community engagement goals. Work is performed under the direction of the Director of Aviation. Assignments are made orally and in writing. Work is reviewed through observation of results obtained, conferences and periodic reports or evaluations.
ESSENTIAL FUNCTIONS
The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position.
· Identify, lead, and manage innovative approaches to operational challenges and work with teams across Buffalo and Niagara Falls airports to deliver operational and passenger centric innovations that drive organizational efficiency and passenger experience.
· Assists aviation business group senior management in pursuit of airport business development plans and opportunities.
· Provides analytical support and completes written and statistical reports pertaining to the BNIA/NFIA business center activities, operations, and performance which are published in the Key Performance indicator Report.
· Develop customer satisfaction data, consumer opinion trends, and industry benchmarking with comparable airports for BNIA and NFIA to improve product and service quality and drive increases in overall customer satisfaction ranking among our peers.
· Focus on the Customer Experience aligned with the 10-year Strategic Plan including on-time baggage delivery, customer check-in, checkpoint security experience, vendor performance and satisfaction, and all other facets of the airport’s customer experience.
· Analyze and recommend new customer satisfaction technology for the terminal, roadways, and parking facilities.
· Continuously strives to improve customer satisfaction and Improve reliability of service and operations.
· Resolve customer complaints through integrated review and standardized response.
· Pursue the adoption of programming to better serve customers with disabilities including non-visible (i.e .Hidden Disabilities Sunflower Program).
· Performs additional duties and tasks as assigned.
KNOWLEDGE, SKILLS, and ABILITIES
Considerable knowledge of the principles and practices of customer service, communications, and promotions. Considerable knowledge of journalistic principles and practices and the techniques of editing publicity materials. Knowledge of English usage and the requirements of radio and television broadcasters and the press. Ability to plan, coordinate and implement an effective customer service strategy. Ability to serve the public and fellow employees with honesty and integrity. Ability to establish and maintain effective working relationships with co-workers, superiors, and the general public.
MINIMUM QUALIFICATIONS
A Bachelor’s degree and four (4) years of experience in the field of Customer Service, Public Relations, or an equivalent combination of education, training and experience.
PHYSICAL REQUIREMENTS
Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds).
Routine work involves a great deal of walking.
ENVIRONMENTAL REQUIREMENTS
Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.
TO APPLY:
Send NFTA employment application, resume and cover letter specifying the job number 049-24-N to:
NFTA Human Resources
181 Ellicott Street
Buffalo, NY 14203
Or email to: application_intake@nfta.com
The Niagara Frontier Transportation Authority is an Equal Opportunity Employer
Job Type: Full-time
Pay: $61,825.00 - $92,738.00 per year
Benefits:
Schedule:
Ability to Relocate:
Work Location: In person
Full Time
Transportation
$88k-122k (estimate)
03/17/2024
04/30/2024
nfta.com
BUFFALO, NY
1,000 - 3,000
1967
$50M - $200M
Transportation
The NFTA is a regional multi-modal transportation authority responsible for airport and surface transportation in Erie and Niagara counties. NFTA/NFTM businesses include a bus, rail and paratransit system, the Buffalo Niagara International Airport and the Niagara Falls International Airport. In 2018, a J.D. Power study ranked the Buffalo Niagara International Airport number one in customer satisfaction for medium sized airports in North America. The NFTA owns and operates the: Niagara Falls International Airport Buffalo Niagara International Airport Niagara Frontier Transit Metro System, In...c. Niagara Frontier Transportation Authority Police Department Airport Fire Department NFTA Property Management NFTA Engineering Branch The NFTA hires applicants in many areas, including: Operators for Paratransit, Metro Bus and Metro Rail Electrical, Electronic, Electromechanical, and Mechanical Professionals Electrical, Civil/Structural, Mechanical, and Environmental Engineers Safety Experts Architects Transportation Managers Information Technology Specialists Procurement Specialists Managerial and clerical positions The NFTA encourages a diverse pool of qualified candidates, including military service members, to apply for employment. Visit: jobs.nfta.com. NFTA Your career destination. The Niagara Frontier Transportation Authority is an Equal Opportunity Employer.
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