What are the responsibilities and job description for the Senior Airport Customer Service Representative position at Harry Reid International Airport?
About The Position
The Clark County Department of Aviation is seeking qualified candidates to apply for the Senior Airport Customer Service Representative position. This position is instrumental in providing lead directions to a team of Airport Customer Service Representatives at General Aviation Airport. This lead position is a working customer service representative that oversees customer service activities to pilots in processing a variety of aircraft servicing requests, such as aircraft fueling, lavatory servicing, oxygen, tire pressure, and other services, such as catering, coffee orders, and assistance with luggage. This position is crucial in performing computerized customer billing, collection, and auditing activities and utilizes point of sale (POS) systems, Microsoft Office Suite Programs, a two-way, air-to-ground radios, and other related software.
THIS RECRUITMENT IS LIMITED TO THE FIRST 100 APPLICATIONS RECEIVED AND WILL CLOSE WITHOUT NOTICE ONCE THAT NUMBER IS REACHED.
This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months or may be extended as needed by Employee Services.
This recruitment may be used to fill positions at North Las Vegas Airport, located at 2730 Airport Drive, North Las Vegas, NV 89032 and Henderson Executive Airport, located at 3500 Executive Terminal Drive, Henderson, NV 89052.
Employee Services reserves the right to call only the most qualified applicants to the selection process.
Minimum Requirements
Education and Experience:
Equivalent to graduation from high school and three (3) years of full-time experience in customer service or dealing with the public, which includes at least one (1) year of lead or supervisory experience. Two (2) years of full-time experience as a DOA Airport Customer Service Representative may be considered for the required one (1) year of lead or supervisory experience. Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis. Experience in an aviation-related setting is desirable.
All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources.
Working Conditions: Work with exposure to high noise and potentially hazardous fuels, lubricants and other materials.
Licensing and Certification: Must possess a valid Nevada Class C driver's license at time of hire.
Medical Examination: Employment is contingent upon the results of a physical examination performed by our examining physician.
Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.
Residency Requirement: Permanent employees must maintain a principal place of residency within the boundaries of Clark County and provide proof of compliance with Nevada motor vehicle registration and drivers' license laws within 90 days of employment.
Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions.
Background Check: Employment with the Department of Aviation is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and upon the ability to be granted and maintain a security badge as mandated by the Transportation Security Administration. Note: all prospective hires must present two original government issued ID's upon acceptance of job offer. Examples of acceptable ID's include a Passport, Driver's License or DMV issued ID, birth certificate, Social Security card, Voter Registration card, school issued ID with picture, etc.
PHYSICAL DEMANDS
Mobility to work in a typical office setting, use standard office equipment, and to drive a motor vehicle in order to visit various facility locations; vision to read printed materials and a computer screen; and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.
EXAMPLES OF DUTIES
The following questions 1-7 will be used to assist in determining if candidates meet the minimum qualifications.
Which describes your highest level of education completed? (Applicants with foreign or international education, including full degrees, partial degrees, or individual credits, must obtain a professional credential evaluation from an accredited evaluation agency. The evaluation must verify the U.S. educational equivalency and, if the applicant is offered a position, an original and verifiable copy must be submitted to the Clark County Department of Aviation at the candidate’s expense.)
If you selected "Some High School" in the previous question, please list your highest-grade level completed. If this does not apply, type N/A.
03
Indicate your full-time professional experience in customer service or dealing with the public.
Indicate your full-time professional experience providing lead or supervisory.
Please list the employer(s) on your application where your experience was obtained in questions 3-4. Type N/A if you have no related experience. See Template Below.
Employer Name
Job Title:
Hours Worked Per Week
Dates of Employment:
06
Indicate Which Best Applies To You
Do you currently hold a valid driver's license?
The following skills assessment is a self-assessment used to evaluate an applicant's training and experience.
I Understand That
General Aviation airport standard hours of operation are 5:00 a.m. to 10:30 p.m. Selected candidates should expect to work within those hours, which may include morning, mid, or swing shifts. Applicants should expect the possibility of working weekends and holidays. Schedules within the hours of operation are assigned based on seniority via an annual shift bid.
This Recruitment May Be Used To Fill Vacancies At Both VGT (North Las Vegas Airport) Located At 2730 Airport Drive, North Las Vegas, NV 89032 And HND (Henderson Executive Airport) Located At 3500 Executive Terminal Drive, Henderson, NV 89025. Which Best Describes You
Indicate your full-time professional experience processing Point of Sale (POS) transactions and maintaining financial records.
Indicate your full-time professional experience responding to and accurately communicating information during emergencies or time-critical situations, such as irregular operations, guest incidents, and safety events.
Indicate your full-time professional experience creating and maintaining operational, customer service, or shift logs.
Indicate your full-time professional experience working in a collaborative, service-oriented team setting.
Indicate your full-time professional experience preparing accurate, detailed reports related to operations and billing.
Indicate your full-time professional experience handling cash, balancing a cash drawer and reconciling daily transactions.
Indicate your full-time professional experience managing communication through multiple channels, such as phone, email, messaging apps, and radio.
Indicate your full-time professional experience maintaining customer confidentiality, including working with corporate or high-profile clientele.
Indicate your full-time professional experience providing concierge services to customers.
Indicate your full-time professional experience communicating over a two-way radio or an air-to-ground radio.
Indicate your full-time professional experience multitasking in a fast-paced, service-driven environment.
Indicate your full-time professional experience overseeing the work of others to ensure accuracy, compliance, and adherence to established procedures.
Indicate your full-time professional experience dealing with dissatisfied customers and resolving their customer service complaints.
Indicate the Microsoft Office Suite programs you have experience working with (select all that apply):
Indicate the Point of Sale (POS) programs you have professional experience working with (select all that apply):
If you selected “Other” in the previous question, please list what other POS programs you have professional experience working with. If this does not apply, type N/A.
27
Please list the employer(s) on your application where your experience was obtained in questions 11-26. Type N/A if you have no related experience. See Template Below.
Dates Of Employment
The Clark County Department of Aviation is seeking qualified candidates to apply for the Senior Airport Customer Service Representative position. This position is instrumental in providing lead directions to a team of Airport Customer Service Representatives at General Aviation Airport. This lead position is a working customer service representative that oversees customer service activities to pilots in processing a variety of aircraft servicing requests, such as aircraft fueling, lavatory servicing, oxygen, tire pressure, and other services, such as catering, coffee orders, and assistance with luggage. This position is crucial in performing computerized customer billing, collection, and auditing activities and utilizes point of sale (POS) systems, Microsoft Office Suite Programs, a two-way, air-to-ground radios, and other related software.
THIS RECRUITMENT IS LIMITED TO THE FIRST 100 APPLICATIONS RECEIVED AND WILL CLOSE WITHOUT NOTICE ONCE THAT NUMBER IS REACHED.
This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months or may be extended as needed by Employee Services.
This recruitment may be used to fill positions at North Las Vegas Airport, located at 2730 Airport Drive, North Las Vegas, NV 89032 and Henderson Executive Airport, located at 3500 Executive Terminal Drive, Henderson, NV 89052.
Employee Services reserves the right to call only the most qualified applicants to the selection process.
Minimum Requirements
Education and Experience:
Equivalent to graduation from high school and three (3) years of full-time experience in customer service or dealing with the public, which includes at least one (1) year of lead or supervisory experience. Two (2) years of full-time experience as a DOA Airport Customer Service Representative may be considered for the required one (1) year of lead or supervisory experience. Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis. Experience in an aviation-related setting is desirable.
All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources.
Working Conditions: Work with exposure to high noise and potentially hazardous fuels, lubricants and other materials.
Licensing and Certification: Must possess a valid Nevada Class C driver's license at time of hire.
Medical Examination: Employment is contingent upon the results of a physical examination performed by our examining physician.
Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.
Residency Requirement: Permanent employees must maintain a principal place of residency within the boundaries of Clark County and provide proof of compliance with Nevada motor vehicle registration and drivers' license laws within 90 days of employment.
Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions.
Background Check: Employment with the Department of Aviation is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and upon the ability to be granted and maintain a security badge as mandated by the Transportation Security Administration. Note: all prospective hires must present two original government issued ID's upon acceptance of job offer. Examples of acceptable ID's include a Passport, Driver's License or DMV issued ID, birth certificate, Social Security card, Voter Registration card, school issued ID with picture, etc.
PHYSICAL DEMANDS
Mobility to work in a typical office setting, use standard office equipment, and to drive a motor vehicle in order to visit various facility locations; vision to read printed materials and a computer screen; and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.
EXAMPLES OF DUTIES
- Assists in planning, assigning, overseeing, reviewing, and evaluating the work of customer service representatives.
- Recommends selection of staff; trains staff in work procedures; administers discipline as required.
- Oversees activities on an assigned shift; daily input and verifies the accuracy of computerized customer account records.
- Receives, verifies, audits, records, and deposits all customer receivables on a daily basis; balances daily audit reports to computer information system summaries and audits daily customer bill files for special information such as delinquencies.
- Uses the automated system to perform customer billing and collections; produces statements and ensures they are distributed; audits open fuel tickets and unpaid invoices; develops and implements systems to aid in collection efforts.
- Provides information and services in person and operates a base radio to receive and send information regarding general aviation customers’ requests and need for service.
- Provides information regarding airport and County regulations and policies.
- Assists customers with providing information regarding surface transportation and attractions available in the city and the surrounding area; makes transportation and room accommodation arrangements as requested.
- Orders aircraft-related items to be sold at the customer service counter; maintains an adequate inventory and maintains stock records.
- Performs the full range of duties of the Airport Customer Service Representatives as required; may perform shift lead duties of the Senior Line Service Representative on a relief basis.
- Assists in coordinating airport staff response and maintains communication during emergency situations.
- Monitors developments and conducts studies related to the work of the unit; recommends improvements.
- Alternative Work Schedules
- More Money in Your Pocket
- 100% Employer Paid Defined Benefit Retirement
- No Social Security Deduction
- No State Income Taxes
- Two Employer Sponsored Health Plans Offered - Choice of PPO or EPO (hybrid of HMO) - eligible first of the month following 15 days of employment
- Medical - Employer pays 90% of premium
- Pharmacy Benefits (30, 90-day retail or mail order fills)
- 24/7 Telephone Advice Nurse - no employee cost
- Teledoc, Doctoroo, and Dispatch Health
- Retiree insurance – eligible after 5 years of service
- Dental
- Vision
- Life Insurance – Employer Paid
- AD&D – Employer Paid
- Long Term Disability – Employer Paid
- Generous Leave Accruals that include:
- 13 Paid Holidays plus a Floating Birthday Holiday, and an additional Floating Holiday
- Paid Vacation Leave
- Paid Sick Leave
- Holiday Leave
- Other leave options
- Catastrophic Leave
- Parental Leave – Up to 90 days
- Tool Allowance for certain eligible positions.
- Wide Variety of Voluntary Benefits that include
- Guardian – Accident, Cancer, Critical Illness, Hospital Indemnity, and Short-Term Disability Insurance.
- Trustmark – Permanent Life Insurance benefits and long-term care.
- Sunlife Financial – Basic and Voluntary Life Insurance, AD&D, and long-term disability insurance
- TASC – Flexible Spending Account – FSA & Dependent Day Care Debit Card Available
- Morgan Stanley – Deferred Compensation Plan
- Employee Assistance Program
- The Department of Aviation, a department of Clark County, is an affirmative action/equal opportunity employer
- Community Volunteer Opportunities
- Comprehensive training program
- Wellness program
The following questions 1-7 will be used to assist in determining if candidates meet the minimum qualifications.
Which describes your highest level of education completed? (Applicants with foreign or international education, including full degrees, partial degrees, or individual credits, must obtain a professional credential evaluation from an accredited evaluation agency. The evaluation must verify the U.S. educational equivalency and, if the applicant is offered a position, an original and verifiable copy must be submitted to the Clark County Department of Aviation at the candidate’s expense.)
- Some High School
- High School Diploma or GED
- Trade School or Technical Degree
- Some College (1-29 semester credits)
- Some College (30-59 semester credits)
- Some College (60-89 semester credits)
- Some College (90-120 semester credits)
- Associate's Degree
- Bachelor's Degree
- Master's Degree or higher
- None of the above
If you selected "Some High School" in the previous question, please list your highest-grade level completed. If this does not apply, type N/A.
03
Indicate your full-time professional experience in customer service or dealing with the public.
- No Experience
- Less than 3 years
- 3 to 4 years
- 4 to 5 years
- More than 5 years
Indicate your full-time professional experience providing lead or supervisory.
- No Experience
- Less than 1 year
- 1 to 2 years
- 2 to 3 years
- More than 3 years
Please list the employer(s) on your application where your experience was obtained in questions 3-4. Type N/A if you have no related experience. See Template Below.
Employer Name
Job Title:
Hours Worked Per Week
Dates of Employment:
06
Indicate Which Best Applies To You
- I have a minimum of two (2) years of full-time experience as a DOA Airport Customer Service Representative that may be considered for the required one (1) year of lead or supervisory experience. I understand that this experience will be verified, and I must have two (2) completed years at the time of my application.
- I do not have a minimum of two (2) years of full-time experience as a DOA Airport Customer Service Representative. I understand I must have one (1) year of full-time lead or supervisory experience in question 4 above.
Do you currently hold a valid driver's license?
- Yes, I currently hold a valid Nevada driver's license.
- Yes, I currently hold a valid driver's license from another state.
- No, I do not currently hold a valid driver's license.
The following skills assessment is a self-assessment used to evaluate an applicant's training and experience.
I Understand That
- Part-time experience must be prorated and credited as half of full-time experience (i.e., if you performed the task for two years in a part-time position, 20 hours per week, you can only credit yourself with one year of experience in that area)
- The education, knowledge, and experience levels indicated by my skills assessment responses must be supported and clearly documented in the "Education" and "Work Experience" sections of my application;
- Any falsification or misrepresentation of the information listed on the employment application or skills assessment may result in removal from the eligibility list or rescinding a job offer;
- Responses to assessment questions that are not supported and clearly documented in the "Education" and "Work Experience" sections on the application may result in question scores being adjusted to receive zero points;
- Assessment scores may be used to consider applicants for the selection process;
- I further understand that since exam scores will be automatically generated based on the applicant's response to each item in the assessment, score appeals will not be allowed for this recruitment.
- I have read and understand the above information regarding the completion of the following skills assessment questions. I further understand that this recruitment includes a skills assessment and that the answers I provide must be consistent with the "education" and "work history" sections details on my application and that scoring appeals will not be allowed for this recruitment.
General Aviation airport standard hours of operation are 5:00 a.m. to 10:30 p.m. Selected candidates should expect to work within those hours, which may include morning, mid, or swing shifts. Applicants should expect the possibility of working weekends and holidays. Schedules within the hours of operation are assigned based on seniority via an annual shift bid.
- I acknowledge and understand that the General Aviation airport standard hours of operation are 5:00 a.m. to 10:30 p.m. If I am selected for a position, I understand that I should expect to work within those hours, which includes morning, mid, or swing shifts. I understand that if selected for a position, I should expect the possibility of working weekends and holidays. I understand that if selected for a position, my work schedule will be within the hours of operation, and my shift will be assigned based on seniority via an annual shift bid.
This Recruitment May Be Used To Fill Vacancies At Both VGT (North Las Vegas Airport) Located At 2730 Airport Drive, North Las Vegas, NV 89032 And HND (Henderson Executive Airport) Located At 3500 Executive Terminal Drive, Henderson, NV 89025. Which Best Describes You
- I only want to be considered for positions at VGT (North Las Vegas Airport).
- I only want to be considered for positions at HND (Henderson Executive Airport).
- I want to be considered for positions at both VGT (North Las Vegas Airport) and HND (Henderson Executive Airport).
Indicate your full-time professional experience processing Point of Sale (POS) transactions and maintaining financial records.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience responding to and accurately communicating information during emergencies or time-critical situations, such as irregular operations, guest incidents, and safety events.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience creating and maintaining operational, customer service, or shift logs.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience working in a collaborative, service-oriented team setting.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience preparing accurate, detailed reports related to operations and billing.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience handling cash, balancing a cash drawer and reconciling daily transactions.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience managing communication through multiple channels, such as phone, email, messaging apps, and radio.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience maintaining customer confidentiality, including working with corporate or high-profile clientele.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience providing concierge services to customers.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience communicating over a two-way radio or an air-to-ground radio.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience multitasking in a fast-paced, service-driven environment.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience overseeing the work of others to ensure accuracy, compliance, and adherence to established procedures.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate your full-time professional experience dealing with dissatisfied customers and resolving their customer service complaints.
- No Experience
- Less than 12 months
- 12 to 23 months
- 24 to 35 months
- 36 to 47 months
- More than 48 months
Indicate the Microsoft Office Suite programs you have experience working with (select all that apply):
- Excel
- PowerPoint
- Outlook
- Word
- Teams
- SharePoint
- None of the above
Indicate the Point of Sale (POS) programs you have professional experience working with (select all that apply):
- X-1POS
- QuickBooks
- Amadeus
- Sabre
- Total FBO (or FBO 360)
- Oracle
- FBO Manager
- Compass
- Other
- None of the above
If you selected “Other” in the previous question, please list what other POS programs you have professional experience working with. If this does not apply, type N/A.
27
Please list the employer(s) on your application where your experience was obtained in questions 11-26. Type N/A if you have no related experience. See Template Below.
Dates Of Employment
- Required Question