Customer Care Associate, Part-Time

Lee County Port Authority; Fort Myers (FL); On-site; USD 10,000 - 60,000; Part time

Job summary

An established industry player is seeking a part-time Customer Care Associate to enhance the guest experience at a bustling international airport. This role involves greeting passengers, assisting with navigation, and ensuring compliance with various customer service initiatives. Ideal candidates should possess strong communication skills and a passion for customer service, as they will be the face of the airport operations team. Join a dynamic team and be part of a vibrant aviation community, where collaboration and professional growth are encouraged. If you're ready to make a difference in travelers' experiences, this opportunity is perfect for you.

Benefits

Team Collaboration

Dynamic Work Environment

Qualifications

• Must be 18+ with a valid Florida driver license.
• Two years of aviation and/or customer service experience preferred.

Responsibilities

• Assist passengers at security checkpoints and manage queue lines.
• Conduct terminal inspections and ensure compliance with service initiatives.

Skills

Customer Service Skills

Communication Skills

Problem Solving

Ability to Work Under Stress

Education

High School Diploma or GED

Job description

About Us

Southwest Florida International Airport (RSW) is an award-winning, medium-hub commercial service airport that served more than a record-breaking 11 million passengers in 2024 and is one of the top 50 airports in the United States for passenger traffic. Fifteen airlines serve RSW with nonstop service to 70 markets, including Canada and Germany. The economic impact of the airport is $8.3 billion annually to the Southwest Florida region and more than 60,000 jobs. Page Field (FMY), an FAA-designated reliever airport, provides services to general and business aviation and accommodated 169,000 aircraft operations in 2024. Base Operations at Page Field is an award-winning, fixed-based operator and has been recognized for its customer service and facilities.

Terminal Expansion projects are currently underway at RSW to improve the airport travel experience by consolidating the security checkpoints, adding concession space and providing passengers more amenities and options. In addition, a new Concourse E is being constructed with 14 gates, as well as other terminal, landside and airside improvements.

The anticipated hourly starting rate for the ideal candidate is $18.22.

The Position

The Lee County Port Authority is seeking an individual to join the airport operations department as a part-time Customer Care Associate. The customer care associate assists the terminal operations team in enhancing the overall guest experience at Southwest Florida International Airport by welcoming our guests, anticipating their needs, and ensuring a safe and efficient terminal experience while they travel through our airport.

Key Responsibilities

1. Assist at the security checkpoints by greeting passengers and directing them to the appropriate queue line, assisting with queue line management; and answering any customer service-related questions.
2. Assist with the Port Authority's lost & found program during weekends, holidays and other times as needed.
3. Conduct terminal and concession inspections and report any discrepancies to the appropriate department for correction through the work order process or direct communication if urgent.
4. Ensure compliance with various customer service initiatives that arise.
5. Assist passengers with navigating the terminal facility, as well as answer any general airport-related questions.
6. Facilitate professional assistance to airport patrons in need of police or medical aid.
7. Assist with any terminal related projects as needed.
8. All other duties as assigned.
9. Part-time Customer Service Associates normally work a 56-hour bi-weekly work period (e.g., 28 hours/weekly); however, may be asked to work additional hours.

Minimum Requirements

1. Be 18 years of age or older and possess a valid Florida driver license.
2. A high school diploma or GED are required.
3. Two years of aviation and/or customer service experience preferred.
4. Must pass a drug screening and the TSA and U.S. Customs & Border Protection criminal history background checks to obtain airport badge and Customs seal.
5. Demonstrate a high degree of customer service skills with external and internal customers including the ability to professionally respond to various questions and situations under stressful conditions and make sound decisions.
6. Excellent verbal, written and interpersonal communication skills, including the ability to read, write and clearly speak English to communicate with people of diverse social and cultural backgrounds; and to establish and maintain working relationships with tenants and customers to promote a professional image of the department.
7. The ability to speak another language is desirable.
8. Candidates will be required to stand and walk for sustained periods of time.

Why work here?

1. Team Collaboration: Thrive in a collaborative environment where you will work alongside industry experts and diverse professionals, building strong relationships and networks that enrich your career journey.
2. Join a dynamic team, experience diverse challenges, new opportunities and be an integral part of the global aviation community.

Emergency Response/Recovery Activities: Lee County Port Authority personnel are designated by tier levels and may be called upon to assist with an emergency or unforeseen event at any time. Employees may be called to fulfill duties that are outside their normal scope of work to assist in resuming airport operations and flight activities.

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