Duties and Responsibilities
· Oversees the Customer Service program, including work schedules and performance management for Customer Service Agents and Custodians.
-
Oversees the Host Program, including general supervision of work schedules, volunteer recruitment and training, performance management and maintenance of personnel records including hours worked.
-
Manages staff through conducting employee performance reviews, staff meetings, setting individual goals, providing professional development, and corrective action policies.
-
Assigns employee work schedules and approves timecards.
-
Communicates the Leadership Team’s policies and procedures to staff and follows up for effectiveness.
-
Prepares annual department operating budget recommendations to the Operations Manager.
-
Evaluates equipment for procurement and maintains equipment asset inventory specific to the operations department.
-
Purchases departmental supplies and consumables.
-
Interviews and evaluates applicants for Customer Service Agents and Custodial positions.
-
Evaluate the effectiveness of Customer Service and volunteer program(s), recommend improvements, and implement approved changes.
-
Develop customer service training for all FWACAA employees and volunteers. Develop and implement employee and volunteer recognition programs.
-
Receive public complaints and respond or forward to applicable staff as necessary.
-
Maintain and oversee the various methods of receiving customer feedback, positive and negative, in customer service database.
-
Identify any trends associated with customer feedback and provide information to appropriate parties to address.
-
Encourage the participation of all employees at the airport in the customer service program. This includes Authority staff, airlines, tenants, and stakeholders.
-
Plan and administer customer outreach events and volunteer host banquet and luncheon.
- Responsible for maintaining/developing customer service, accessibility, and job relevant training and training staff.
-
Ability to perform and record daily airport self-inspections of major areas, including runways, taxiways, ramps, aircraft, refueling facilities, paved areas, safety areas, marking and lighting, security fencing, and wildlife activities. Create work orders and NOTAMs as necessary.
-
Responsible for runway condition reporting and runway friction testing during snow event. Monitors weather and coordinates the issuance and cancellation of NOTAMs, and other airfield safety and operations notification requirements.
-
Acts as Snow Desk for the Airport. Plans and coordinates snow removal in accordance with the flight schedule, tenant’s requests, weather conditions, and weather forecasts.
-
Act as project manager on assigned projects
-
Other duties as assigned.
Knowledge and Abilities
-
Ability to obtain an Airfield Driver’s License and operate equipment on Aircraft Movement Areas.
-
Knowledge of basic regulations related to airport usage and security; ability to establish and maintain effective relationships with the general public.
-
Ability to plan, direct, supervise and evaluate the work of others.
-
Customer service experience is essential, to include dealing effectively with challenging situations.
-
Working knowledge of FAR Part 77, 139, TSR 1542, and 150 Airport Series Advisory Circulars
-
Excellent written and oral communication skills are necessary to produce and deliver quality safety management and customer service training programs.
-
Strong knowledge of Windows, PowerPoint, Word, Excel, SharePoint, or similar programs
-
Ability to communicate with company employees, tenants, and customers by phone, in person, or through correspondence.
Experience and Education Requirements
Bachelor degree with three to five years of work experience in customer service or organizational development experience ; One year of supervisory and team building experience.
Advance computer operations experience, including strong working knowledge of email, use of SharePoint, word processing, spreadsheet (Microsoft products desirable).
Supervision
Work objectives are set by supervisor; the methods of performing tasks are frequently left to the judgment of the employee with a supervisor giving occasional instruction or advice on decisions.
Typically functions as first-line supervisor over assigned staff and has significant input in determining personnel actions (hiring, corrective action) and performs performance evaluations for direct reports
Special Requirements
- Posses a valid driver’s license.
- Obtain Airfield Drivers Priveledges
- Pass a pre-hire drug screen and random alcohol and drug testing.
- Pass federal fingerprint based criminal history background check.
- Available for recall during non-duty hours for emergencies, and other required duties.
- Subject to pre-hire drug screen and random alcohol and drug testing.
Physical Requirements
Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects
Physical Activities
Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles
Bending legs at knee to come to a rest on knee or knees.
Hand-arm Manipulation/Reaching
Manual control or manipulation of objects through hand and/or arm movements, which may or may not require continuous visual control
Particularly for sustained periods of time
Moving about on foot to accomplish tasks, particularly for long distances.
Bending the body downward and forward by bending leg and spine.
Applying pressure to an object with the fingers and palm.
Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly
Ability to receive detailed information through oral communication
Visual and Sound Requirements
Near-visual Differentiation
Seeing things within arm’s reach
Far-visual Differentiation
Seeing differences in the details of objects, events or features beyond arm's reach.
Judging the distance from observer to objects, or distances between objects in space
Differentiating or identifying objects materials, or details thereof on the basis of color.
Sound Pattern Recognition
Recognizing different patterns, or sequences of sounds.
Recognizing differences in sounds in terms of their loudness, pitch, and/or tone quality.
Environmental Requirements – Position is subject to both inside and outside environmental conditions:
The worker is subject to both environmental conditions
Protection from weather conditions and no effective protection from weather conditions.
The worker is subject to noise
There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level.
The worker is subject to hazards
Includes a variety of physical conditions, such as proximity to moving mechanical parts, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
The worker is subject to oils
There is air and/or skin exposure to oils and other cutting fluids.
Position Summary
The position is responsible for supervising the Customer Service Agent, Custodial and Volunteer Host teams to engage with customers and ensure a high level of customer satisfaction, safe and efficient operations of the airport, as well as, maintain cleanliness at the Terminal building of Fort Wayne International Airport. This position is responsible for all customer service initiatives and acts on behalf of the airport in our responses to customers. Tracks key performance indicators, generates reports, analyzes data, and makes recommendations for policy guidance. This position will perform duties relating to airport operations and security.