Description

The Customer Service Officer is responsible for providing high level customer service, a professional appearance and presence working at TSS cruise terminal operations in accordance with established policies, procedures. The Customer Service Officer is more specifically responsible for:

• Delivering excellent customer service always with all passengers, client representatives, terminal employees, vendors, and ship’s crew members, as prescribed in training guidelines.
• As necessary, performs duties as prescribed in post orders.
• Multi-tasking and paying close attention to details while working in a fast-paced environment.
• Following the instructions, processes and procedures as outlined in written documentation or directed by a supervisor.
• Giving and receiving verbal communication in person and over portable radios.
• Demonstrating safe work practices through awareness and observation in support of a safety culture; reports any potential hazards or accidents.
• Inspecting work areas to ensure compliance with established regulations regarding, safety, and maintenance.
• Identifying problems, collecting data and facts, and drawing valid conclusions.
• Working variable hours, flexible shifts which may include holidays and weekends.
• Maintaining accurate timekeeping of hours and time-off using payroll software.
• Responding to common inquiries or complaints from clients, guest, employees, and TSS management.
• Keeping management updated of any employee change of address or phone numbers.
• Attending relevant training.
• Adhering to company uniform policy.

Requirements

• Must be able to communicate in and speak fluent English.
• Must be able to work in a client-focused role within a fast pace environment.
• Must be able to handle multiple tasks and high level of accuracy, required.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Customer Service experience preferred.
• High school diploma or GED required.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
• Must be able to sit and stand a minimum of 8 hours at a time.
• Must be able to work indoor and outdoor environments.
• Must be able to work outdoor in hot and cold inclement weather environments for extended periods.
• Requires the ability to frequently walk to employee work areas and other assigned work areas.
• Requires the ability to push, pull, carry, and lift up to 20 lbs.
• Use of sight, including viewing computer monitors or camera monitors for extended periods of time.
• Requires close vision, distant vision, and the ability to adjust focus.
• Must be able to talk, listen and speak clearly on a telephone/VHF two-way radio.
• Must have sufficient computer and writing skills.
• Ability to pass a state and federal background check.
• Ability to pass a drug test.

A condition of continued employment as a Customer Service Officer (CSO) with Terminal Security Solutions, LLC. is contingent on obtaining a TWIC and/or Class D license within 90 calendar days of offer acceptance. Once both required licenses are obtained, they must be provided to Terminal Security Solutions, LLC at which time you will be reclassified as a Security Officer at the applicable rate of pay.