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Airport Customer Specialist
1 month ago
Location: DFW Airport, TX 75261
Working Hours: 4:30 AM to 15:00 PM CST
Job Title: Airport Customer Experience Specialist (ACES)
General Summary: Under the direction of Service Delivery Shift Supervisors, this essential position provides customer service throughout all five terminals and the Federal Inspection Station (FIS). The role operates 24/7, including holidays, irregular operations, and inclement weather.
Principal Duties and Responsibilities:
- Execute and update daily operational plans to enhance customer experience.
- Ensure public areas are clean and operational.
- Deliver positive customer experiences during routine and emergency events.
- Assist supervisors with coordinating requests and updates during irregular operations (IROPS).
- Conduct daily inspections of public amenities.
- Escort VIPs and provide customer assistance for special events.
- Perform warehouse pick-ups and salvage runs.
- Maintain daily documentation of operations.
- Ensure custodial, maintenance, and ambiance standards are met.
- Execute overnight supplies program during regular and IROPS.
Minimum Requirements:
- Two (2) years of direct customer service experience.
- High school diploma or equivalent.
- Valid Class C driver's license.
Required Knowledge, Skills, and Abilities:
- Ability to work in a fast-paced, high-stress environment.
- Effective in resolving customer complaints.
- Proficiency in Microsoft Office and other computer applications.
- Excellent communication skills in English.
- Ability to work rotating shifts, including nights and weekends.
- Physical ability to lift and carry up to 20 lbs and occasionally up to 50 lbs.
Desirable:
- Experience in airport, airline, or aviation customer service.
- Proficiency in a second language.
Special Requirements:
- Pass a drug screening test.
- Obtain and maintain SIDA Airport Identification/Access Badge and CBP security access clearance within 30 days of employment.
- Designated as an essential employee for maintaining airport operations during emergencies or inclement weather.
Effort:
- Works in airport terminals.
- Reacts calmly and logically in emergencies.
- Communicates via various methods, including two-way radio and telephone.
- Uses standard office equipment and performs mathematical calculations.
