Overview

Position Title: Customer Relations Specialist

Company: City Of Broward

Location: FL 33315, FL

Job Description:

The Aviation Department which operates the Fort Lauderdale-Hollywood International Airport (FLL) and the North Perry Airport is seeking a dynamic Customer Relations Specialist. Under general supervision, this is a lead supervisory position overseeing critical and functional responsibilities within the Guest Experience section of the Aviation Department.

Responsibilities:

  • Provide overall supervision and directs subordinates in providing assistance to international passengers within the Federal Inspection Station and airport terminals.
  • Schedule trainings, briefings, and receive reports through subordinates or electronic media.
  • Ability to respond to airport emergencies as needed.
  • Develop, coordinate and implement Guest Experience procedures related to the day-to-day operation within the FIS and airport terminals.
  • Perform research and prepare reports as requested on airport guest experience best practices, rules, operational policies/procedures and other factors having an impact on airport operations and the overall guest experience within the FIS and airport terminals.
  • Assist division management in implementing and maintaining updated information in emergency plans, training programs, standard operating procedures and other publications utilized by the Aviation Department.
  • Ability to supervise the work of employees performing Guest Experience functions in a manner conducive to full performance and high morale.
  • Ability to interact with command level personnel of police, fire, air carriers, and federal agencies.
  • Ability to lead and motivate the work staff performing Guest Experience functions by creating an environment which fosters employee participation.
  • Ability to carry out complex oral and written instructions.
  • Ability to express ideas clearly and concisely, both orally and in writing.
  • Ability to exercise judgment and discretion in establishing, applying and interpreting policies and procedures.
  • Ability to analyze facts and exercise sound judgment in decision making and responding to incidents and situations within the FIS and airport and with tenants, public, and county employees.
  • Review documentation, being used to enter the U.S., to verify authenticity or proper use within the Automated Passport Control machines and other CBP arrival processes.
  • Ability to assist passengers and to conduct minor technical tasks to troubleshoot and maintain the operation of the Automated Passport Control machines.
  • Interact with passengers who speak varying languages and be able to clearly and accurately hear and verbally answer questions from employees, airport tenants and the public in a professional manner in an often noisy environment.
  • Stand and walk for up to seven (7) uninterrupted hours during an eight hour or longer shift in a fast paced environment.
  • Ability to follow written and oral instructions.
  • Ability to express ideas clearly and concisely, orally and in writing.
  • Ability to work independently or part of a team.
  • Ability to remain professional in a fast-paced environment interacting with customers of different cultures, backgrounds, and disabilities.
  • Understand and resolve a variety of problems/issues from the public, staff, and/or tenants in person, with visitors and often with persons unable to understand and/or speak English.
  • Identify and anticipate customer needs and be proactive in providing assistance.
  • Prioritize, multi-task, and complete assigned tasks.
  • Performs related work as assigned.

Requirements:

  • Associate’s degree
  • Ability to speak, read or write any language(s), in addition to English.
  • Must possess a valid Florida driver’s license during employment and maintain authority to drive on County business.
  • Ability to obtain and maintain a Security Identification Display Area (SIDA) Badge and a Customs and Border Protection seal.