Job Overview

GENERAL SUMMARY

Under the direction of the Service Delivery Shift Supervisors, provides customer service-related activities throughout all five terminals and the Federal Inspection Station (FIS), otherwise known as Customs and Border Protection space. This position is considered essential and therefore the position will be required to operate 24/7, 365 days a year and especially during holidays, irregular operations, and inclement weather.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Execute the daily operational and 4-day forecast plan to direct engagement and interaction with customers, monitor actual operational environment to mitigate customer impact and maintain positive customer experience throughout all 5 terminals.
• Update the Terminal Standard Center as conditions change from the daily plan
• Engage with customers, review their daily work sheet, and react to changes in the operating environment.
• Ensure all public facing areas are clean, working and friendly at all times while on duty.
• Deliver positive customer experiences in cooperation with DPS, AOC, TSC, EOC, Airlines, and CBP during routine or emergency events (Accident/injury reports, elevator/skylink entrapments, homeless population, criminal trespass)
• Answer customers’ questions and concerns, provide information for all DFW products to include Airport services, amenities, concessions, airlines, and kiosks.
• Assist supervisors and managers with coordinating requests and communicating updates to customers during IROPS (irregular operations).
• Receive and address feedback concerning customer interaction with other personnel at airports (conduct, appearance, behavior, etc.).
• Complete daily inspections of lighting, restrooms, trash cans, and all public amenities.
• Escort V.I.P.’s, contractors/tools, and AOA access for customer experience projects.
• Deliver customer assistance for internal/external stakeholder requests including but not limited to terminal tours and media events, Military Service Member Support/USO, SkyLink interruptions, Airline Special events such as the Snowball Express.
• Perform warehouse pick-ups for new supplies and salvage runs for clutter removal.
• Performs the multiple customers experience functions for all areas of the Terminal: (Public Space, Airline Space, Checkpoints, Concessions, Customs and Border Protection, Custodial and Maintenance Support, Terminal Projects).
• Ensure custodial, maintenance, comfort, and ambiance standards are maintained by monitoring, reporting, and following through on all issues for public areas.
• Provide support for all customers experience amenities.
• AIRPORT CUSTOMER EXPERIENCE SPECIALIST (ACES) 2515
• PRINCIPAL DUTIES AND RESPONSIBILITIES
• Maintain daily documentation of special and unusual occurrences and other data pertinent to the daily operations of Customer Experience.
• Ensure public areas in terminals are clean, various equipment such as toilets, vending machines are working, and report issues to the appropriate entity including AOC, TSC, Concessions, Airlines and others.
• Complete a variety of activity logs and status reports used to monitor the business unit.
• Meets regularly to communicate with the Customer Experience Supervisors to discuss irregularities in the daily “playlist” to correct inefficiencies and irregularities in the terminal environment and Terminal Support Center (TSC) environment.
• Execute the overnight supplies program to ensure daily distribution of cots, blankets, and pillows during regular and IROPS and organizes collection of items the following morning.

MINIMUM REQUIREMENTS

• Two (2) years of experience with customer service in a direct customer service environment.
• Completion of high school curriculum or equivalent.
• Possession of a valid Class C driver's license.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Ability to work in a fast-paced, high-stress environment with multiple assignments and conflicting deadlines while remaining calm and reacting quickly and logically in emergency situations.
• Ability to deal with patrons' complaints and resolve differences in a courteous, tactful manner.
• Ability to use appropriate information-gathering techniques and analyze and select the best solution.
• Ability to work in all types of public elevated noise levels within the airport environment.
• Ability to engage customers.
• Ability to maintain effective and professional internal and external working relationships with other sections and departments.
• Ability to utilize Microsoft Office, including Outlook, Excel, Word, PowerPoint, and other computer applications as required.
• Ability to read, speak and write in English clearly and concisely, using proper grammar, construction and spelling.
• Ability to work a rotating shift including working nights and weekends.
• Ability to work hours determined by shift assignments.
• Ability to pass a medical physical.
• Ability to lift and carry up to 20 lbs. for approximately 500 feet; ability to occasionally lift and/or push up to 50 lbs.
• Ability to stand, lift, bend, walk, push, and pull for an extended time.
• Communicates by telephone, mobile devices, two-way radio, in person and in writing.
• Uses reasoning in problem solving and analysis.
• Performs mathematical calculations and works with statistical data.

DESIRABLE

• Specific experience related to airport, airline or aviation customer service operations.
• Ability to speak a second language in addition to English.

SPECIAL REQUIREMENT

• This is a designated safety sensitive position as defined in the Drug and Alcohol Policy of the Airport Administrative Policy and Procedure. Applicants selected for this position will be required to pass a drug screening test prior to employment and to submit to drug screening on a random basis during the length of their employment in the safety sensitive position.
• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
• Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.
• This is a designated essential employee position as defined in the Categories and Classifications of Employees Policy of the Airport Administrative Policy and Procedure. This is defined as an employee whose attendance is required to maintain airport operations during an emergency or inclement weather situation.

EFFORT

• Works in Airport terminals.
• React calmly, quickly, and logically in emergency situations; works hours in excess of normal shift during emergencies.
• Exchanges information in person and by two-way radio.
• Performs mathematical calculations and works with statistical data.
• Communicates by telephone, mobile devices, two-way radio, in person and in writing.
• Uses standard office equipment and computer tools

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.