Customer Service Representative - PT19 Guest Experience FIS

Broward County, Florida
$39,420.78 - $62,916.46 Annually
medical insurance, dental insurance, life insurance, vision insurance, vacation time, paid holidays, sick time, retirement plan
United States, Florida, Fort Lauderdale
Nov 13, 2024
REQUIREMENTS AND PREFERENCES he Broward County Board of County Commissioners is seeking qualified candidates for the position of Customer Service Representative PT19 in the Guest Experience (FIS) Administration Division. This job announcement will remain open until a sufficient number of applications are received. Candidates must be able to work flexible hours from 5:00 am to 10:00 pm for five hours per shift /four times per week. MUST BE ABLE TO WORK NIGHTS, HOLIDAYS AND WEEKENDS The Aviation Department which operates the Fort Lauderdale-Hollywood International Airport (FLL) and the North Perry Airport is seeking dynamic, customer service focused, self-starters who have the ability to work in a fast-paced environment, with people of varying backgrounds. The Customer Service Representative PT19 (CSR) position is a vital component of the overall Administration - Guest Experience staff at FLL. The successful CSRs will serve as Airport Representatives assisting passengers through the international arrivals' experience in the Airport's Customs and Federal Inspection Station. They will also assist with the management of crowd control and provide customer service assistance throughout the Airport, providing information to passengers to help them understand the process and any delays which may occur. If you are energetic, love to work with people and are looking for a part time position that offers 19 hours per week we are looking for you. All Aviation Department employees must possess the ability to interact courteously with the public, Airport vendors, contractors and fellow employees to maintain a professional work atmosphere by acting and communicating in a manner that promotes a positive work environment. Minimum Education and Experience Requirements Requires one (1) year in customer service or customer relations or closely related experience. Special Certifications and Licenses Must possess a valid Florida driver's license during employment Ability to obtain and maintain a Security Identification Display Area (SIDA) Badge and Customs Seal. Preferences High School diploma or GED Two (2) years of experience in customer service, customer relations, travel and tourism, hospitality, or aviation industry. Ability to speak, read or write any languages, in addition to English. All candidates must complete an extensive ten (10) year work history verification and criminal background check, including fingerprinting and all other information as required by the Federal Aviation Administration. Ability to obtain and maintain a Security Identification Display Area (SIDA) Badge and Customs Seal. * The Aviation Department operates under a Drug-Free Workplace Policy in compliance with the provisions of the Federal Drug-Free Workplace Act of 1988. DUTIES AND RESPONSIBILITIES The functions listed below are those that represent the majority of the time spent working in this class. The incumbent must possess and be able to do the following: 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 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. Use sound judgment and knowledge to respond to incidents and situations within the Federal Inspection Station and with tenants, public, and county employees. Input or retrieve information to provide flight and airport information, and information on the Greater Ft. Lauderdale area and neighboring cities. Identify and anticipate customer needs and be proactive in providing assistance. Prioritize, multi-task, and complete assigned tasks. Must be able to work rotating shifts and assignments including mornings, evenings, nights, holidays and weekends. Performs related work as assigned. WORK ENVIRONMENT Physical Demands Physical demands refer to the requirements for physical exertion and coordination of limb and body movement. Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations. Unavoidable Hazards (Work Environment) Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken. None. SPECIAL INFORMATION Competencies Decision Quality Makes good and timely decisions that keep the organization moving forward. Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise. Resourcefulness Secures and deploys resources effectively and efficiently. Accomplishes tasks without waste, leveraging available resources; requests additional resources when appropriate. Manages multiple priorities and competing demands calmly and effectively. Optimizes Work Processes Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods. Interpersonal Savvy Relates openly and comfortably with diverse groups of people. Maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback. Communicates Effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking. Demonstrates Self-Awareness-Awareness Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them. County Core Values All Broward County employees strive to demonstrate the County's four core behavioral competencies. Collaborates: Building partnerships and working collaboratively with others to meet shared objectives. Customer focus: Building strong customer relationships and delivering customer-centric solutions. Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity. Values differences: Recognizing the value that different perspectives and cultures bring to an organization. Americans with Disabilities Act (ADA) Compliance Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request. Emergency Management Responsibilities Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned. County-wide Employee Responsibilities All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies. All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.