What are the responsibilities and job description for the AIRPORT CUSTOMER SERVICE AGENT position at City of Houston, TX?
POSITION OVERVIEW
Applications Will Be Accepted From: ALL PERSONS INTERESTED
Division/ Section: George Bush Intercontinental Airport / International Operations - Customer Service
Workdays & Hours: Shift work, including rotation, weekends, and holidays (subject to change).
PURPOSE OF DIVISION
The Customer Service Team strives 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. Our mission is to ensure 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 Customer Service Team strives 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. Our mission is to ensure 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.
PURPOSE OF THE POSITION
The international operations team strives 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. Our mission is to ensure a friendly, safe, and efficient operating environment by maintaining strict compliance with federal, state and local government regulations while providing the highest level of customer service for all passengers, visitors, tenants, and employees through training, expertise and personal dedication.
"Candidates must be able to obtain all security required badge access including Custom Border Patrol access within 6 months from the hire date."
The Airport Services Representative I duties will include but are not limited to:
- Facilitates international and local passenger’s departure and arrivals through the Federal Inspection Service area (FIS) in collaboration with Customs Border Protection (CBP), Transportation Security Administration (TSA), and stakeholders to exceed the department passenger processing goals.
- Promotes collaboration and values passenger, business partner and team member input to improve the overall experience passenger experience.
- Responsible for all aspects of customer experience including providing information, guiding passengers, assisting and managing queue lines to expediate the flow of passengers through TSA checkpoints as well as immigration checkpoints in an organized and efficient manner.
- Report facility irregularities, comply with department policies, procedures and enforces regulatory compliance relative to operational activities.
- Promotes a safe, secure, and healthy environment for external customers. Performs other related tasks as requested.
- Recommends improvements to the customer experience, such as passenger processing and facility aesthetics, based on observations and/or input of passengers, business partners and team members.
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 high school diploma or a GED.
EXPERIENCE REQUIREMENTS
Two years of experience in customer service, airport operations, airport security, and/or airport safety are required.
Substitution: An Associate’s or Bachelor’s degree in aviation management, airway science, criminal justice, law enforcement, business administration, public administration, hospitality, or a related field can substitute for the experience requirement.
Must be able to pass a criminal background check and obtain and maintain federally mandated security clearances for working at an airport.
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 communication and analytical skills, and a passion for customer service. Ability to look at deficiencies within the operation and come up with creative solutions to challenges. An in depth understanding of airports and passengers’ needs. Ability to communicate effectively and establish and maintain cooperative relationships with airport partners, peers, City and HAS officials and general public.
****Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.****
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED
The selection process will involve application review and/or interview. Department may administer skills assessment test.
SAFETY IMPACT POSITION - YES
YES - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
Pay Grade 13
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by
visiting: http://agency.governmentjobs.com/houston/default.cfm or call (281-233-1858).
If you need special services or accommodations, call (281-233-1858). (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please
visit: https://www.youtube.com/watch?v=EDWLV_sJFoM.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
Employer
City of Houston
Address
901 Bagby St
Houston, Texas, 77002
Website
https://www.houstontx.gov/