Education and/or Equivalent Experience:

Licenses or Certifications:

The Primary purpose of the Guest Services Specialist Senior position is to administer and implement an array of customer service programs for passengers, customers, partners, employees, and the general public at Austin-Bergstrom International Airport (AUS). This position is also responsible for providing crowd management and assistance with customer experience and engagement services.

The Guest Services Specialist Senior position is located in the airport terminal. The areas are within the non-secured & secured areas of the concourse and in baggage claim. The areas consist of the Visitor Information Centers, podiums, customs and roaming throughout the airport terminal.

The duties consist of :
Administers and implements AUS customer services programs such as the Corporate Hospitality Program, Language Access Plan Program, Customer Relations Management Systems Program (CRMS), Survey and Data Collection Program, etc.
Greeting customers, directing customers to correct ticket counter, gate, baggage carousel.
Respond to processing/access questions.
Provide directions/information on accessing airport services and amenities.
Provide crowd management and assistance with customer experience and engagement services. Provide guidance and assist with volunteer, assist with special projects, events and request as needed.

ASSESSMENT

A skills assessment may be required for this position.

APPLICATION INFORMATION

VETERAN

Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

ESSENTIAL PERSONNEL

This position is categorized as essential personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and in some cases when they are not scheduled.

CRIMINAL HISTORY BACKGROUND CHECK

The top candidate will be subject to a minimum 10 year criminal background check and security threat assessment.

GOOD STANDING – DEPARTMENT / DIVISION EMPLOYEES

Employees, in good standing, who are candidates within the department/division that the position resides in and who meet the minimum and preferred qualifications (if any) of the position will be included in the initial interview. Department/division employees must remain in good standing through the top candidate selection phase at which time the good standing status will be re-verified.

LANGUAGE

Must have the ability to read, write, and fluently speak in English.

OVERTIME

Overtime may be required with or without notice.

ON- CALL / CALL BACK RESPONSIBILITIES

Position may require on-call or call back responsibilities.

WORK HOURS

Shift may change according to departmental needs; work hours may include after hours, holidays, and weekend work.

DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .

Core Hours:
Sunday – Thursday 4:00 am – 1:00 pm

Sunday – Thursday 1:00 pm – 10:00 pm

Thursday – Monday 4:00 am – 1:00 pm

Thursday – Monday 1:00 pm – 10:00 pm

Hours may change depending on departmental needs.

Work hours may include after-hours, holidays, and weekend work.

Preferred Experience:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Administers and implements customer services programs.

• Manages customer service terminal events by meeting and greeting customers, approving permits, training participants and volunteers for events.

• Provides quality customer experience by making reasonable efforts in providing vital and critical services. Provides information about AUS services to customers limited in English proficiency (LEP); monitors and updates the Language Access Plan’s procedures, processes, etc.

• Acts as primary responder to Customer Relations Management Systems Program (CRMS) inquiries, requests, comments, etc.; conducts research, analyzes data and trends, determines accuracy and relevance of data and information, and uses sound judgment to evaluate alternatives/solutions.

• Conducts surveys and data collection services to determine customer satisfaction and for a variety of purposes; summarizes findings, data collection techniques, implementation of options, etc.; conducts interviews and performs behavioral observation, monitoring, and preservation/recording; collects, maintains, and organizes records of data for survey research projects.

• Responds to inquiries, requests for information, passenger tracking and other customer service resources; utilizes a variety of technology devices to assist customers with information requests; interacts with customers and the public and works to resolve issues quickly and effectively.

• Ensures the efficiency of passenger travel by monitoring the flow of passengers through the domestic and custom areas.

• Provides effective, courteous crowd management in the international arrivals terminal areas by utilizing various methods and techniques for crowd management.

• Attends training, airport briefings and meetings; stays abreast of all airport services and amenities, builds and maintains relationships, and performs administrative-related duties.

• Monitors airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and report issues to the appropriate authority. Provides assistance to passengers in emergency situations.

Responsibilities- Supervision and/or Leadership Exercised:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.