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

Education and/or Work Experience 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.