Responsibilities
- Leads comprehensive training on airport operations and equipment for all Customer Experience Service Specialists, certifying those who pass required maneuverability and knowledge assessments.
- Ensures adherence to all customer service standards, policies, and procedures established by BBB and the agency.
- Focuses on local program operations while supporting administrative tasks and gaining proficiency in related functions.
- Provides daily oversight and direction for customer service activities at the airport.
- Supports the creation of deployment strategies and mentors staff to enhance visibility and efficient use of personnel and equipment.
- Assesses daily operational needs and staff performance, recommending changes to deployment plans and delivering targeted training to improve service delivery.
- Participates in recruitment and selection of qualified candidates for customer service roles.
- Conducts training, coaching, and mentoring to build a unified and effective team of service specialists.
- Monitors service quality by regularly observing and guiding staff to meet performance expectations.
- Evaluates service outcomes by comparing individual and program performance against benchmarks and adjusts practices as needed.
- Engages with customer representatives and stakeholders when directed to address local concerns and support ongoing program improvements.
- Deploys new local initiatives and trains staff to enhance the quality and responsiveness of customer service.
- Combines standardized reporting methods with tailored updates to communicate program achievements and effectiveness to stakeholders.
- Serves as a visible, hands-on manager who actively performs frontline customer service duties as part of daily responsibilities.
Other
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
