Customer Service Representative at the Airport

3 weeks ago

Marquand, Missouri, United States Indianapolis Airport Authority Full time
OVERVIEW

The Guest Services Assistant plays a crucial role in delivering exceptional service to travelers and visitors. This position involves providing comprehensive airport information and support through the Guest Services public desk and throughout the terminal area.

KEY RESPONSIBILITIES
  • Deliver accurate information to passengers and the public regarding flight schedules, airport facilities, hotel options, transportation services, event details, and retail offerings.
  • Handle incoming calls from multiple lines, addressing inquiries related to the above information.
  • Utilize the public address system to relay messages within the airport terminal.
  • Maintain a detailed log of all message requests and their successful delivery.
  • Assist individuals with hearing impairments or those who speak languages other than English.
  • Identify and connect passengers with appropriate resources.
  • Project a positive and professional image of the airport and the aviation industry.
  • Provide courteous and professional customer service at all times.
  • Process payments for various airport fees using a point-of-sale system.
  • Manage lost and found items, ensuring accurate records and shipping items back to their owners.
  • Coordinate meeting room reservations and ensure payment is collected.
  • Guide groups participating in airport programs.
  • Possess the ability to become a Notary in the State of Indiana.
  • Perform additional duties as assigned.
  • Execute all essential functions of the role while maintaining safety for oneself and others in the airport environment.
QUALIFICATIONS
  • High school diploma or equivalent, or a combination of education and experience that equips the individual to perform the job duties.
  • Proficient in computer software applications (e.g., Microsoft Word, Excel, Outlook).
  • Strong verbal and written communication skills in English; proficiency in Spanish is advantageous.
  • A minimum of two years of experience in a customer-facing role or within the airline industry.
PHYSICAL DEMANDS
  • Ability to sit, stand, and walk for extended periods.
  • Capable of seeing, hearing, speaking, and writing.
  • Proficient in operating a computer keyboard, office equipment, and telephones.
  • Ability to perform basic cashiering tasks.
  • Capable of executing essential job functions amidst various distractions.
  • Ability to communicate clearly and effectively.
WORK ENVIRONMENT
  • Work primarily at the public desk within the airport terminal.
  • Potential exposure to high-pressure situations.
  • Ability to work independently as well as collaboratively within a team.
  • Work effectively in a dynamic environment with multiple distractions.

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