Customer Service Administrator

Jacksonville Aviation Authority; Jacksonville (FL); On-site; USD 59,000 - 77,000; Full time

Job summary

Jacksonville Aviation Authority (JAA) seeks a Customer Service Administrator to support superior service to all customers at JAX. You will handle complex tasks, build strong relationships with the public and partners, and provide administrative support to ensure effective customer service programs.

This role acts in the absence of the Terminal Operations Manager and coordinates cross-departmental activities.

Qualifications

• Bachelor's degree in a related field is required.
• Three years of progressive experience in customer service or airport operations.
• Airport/aviation experience is preferred.

Responsibilities

• Provide timely, effective customer service to internal and external customers.
• Respond to inquiries regarding airport facilities and services; craft accurate responses.
• Represent the Terminal Operations Manager at meetings and implement customer service procedures.
• Assist with benchmark studies, performance measurement, and special projects.
• Administer the Customer Comment Management System and track feedback across channels.
• Train staff and stakeholders on airport service delivery standards.

Skills

Customer service

Problem solving

Written and verbal communication

Relationships building

Aviation knowledge

MS Office

Data analysis

Education

Bachelor's degree in Business Administration

Bachelor's degree in Public Administration

Bachelor's degree in Aviation Management

Bachelor's degree in Hospitality Management

Bachelor's degree in Communications

Tools

Microsoft Excel

Database systems

Job description

Job Details

Job Location: JAX - Jacksonville International Airport - Jacksonville, FL 32218

Position Type: Full-Time

Salary Range: $28.58 - $36.99 Hourly

Job Category: Admin - Clerical

Job Summary

The Customer Service Administrator supports the Jacksonville Aviation Authority (JAA) in delivering superior customer service to all internal and external customers. This position performs complex duties requiring initiative, organization, and sound independent judgment with minimal supervision. The Administrator builds and maintains positive relationships with the public, tenants, service providers, external partners, and all levels of JAA staff. In the absence of the Terminal Operations Manager the position represents JAX Operations on customer service matters and may take independent action and make decisions as appropriate. The role is also responsible for administrative support to ensure the effectiveness of JAA’s customer service programs.

Essential Functions

Customer Service Support

• Provide timely effective customer service assistance to internal and external customers.
• Respond to inquiries regarding airport facilities and services; prepare professional accurate, and timely responses. Forward and track inquiries requiring action by other departments.
• Represent the Terminal Operations Manager at meetings as needed. Implement and maintain customer service procedures; recommend operational improvements as appropriate.
• Assist with benchmark studies performance measurement coordination and special projects.
• Administer the Customer Comment Management System (JAAACTIONLINE, mobile app surveys emails and other channels). Maintain and track all customer feedback including complaints, compliments suggestions and requests.
• Develop and manage programs that recognize outstanding customer service delivered by JAA employees and stakeholders.
• Listen attentively to customer complaints research issues and prepare timely accurate responses. Compile data and prepare reports for internal distribution and presentations.
• Train various customer facing stakeholders on expected airport service delivery standards.
• Serve as the liaison with Visit JAX ensuring contract compliance and customer service delivery.
• Support the Volunteer Program by assisting Marketing with Certifying Official responsibilities and other administrative assistance as needed.

Lost and Found Program

• Operate and maintain the Lost and Found program ensuring proper cataloging storage, accountability and disposition of all items.
• Identify items and record information in the Lost and Found database. Attempt to contact owners.
• Manage phone email and in person inquiries provide timely updates to customers.
• Return items to customers onsite or coordinate shipment at the owner’s expense.
• Deliver unclaimed cash or negotiable items to the Finance Department.
• Dispose of unclaimed property according to established directives through donation destruction or auction.

Airport Service Quality (ASQ) Coordination

• Administer the ASQ Program including oversight of survey collection data review interpretation and dissemination.
• Identify trends and prepare reports for Senior Staff and workforce distribution.
• Manage the ASQ Survey Portal, ensuring sampling targets align with current flight schedules, city pairs frequencies aircraft types and other variables.
• Schedule and facilitate Customer Experience Consortium meetings focused on improving survey identified deficiencies.
• Engage JAA staff and stakeholders in understanding survey results and celebrating achievements.
• Manage the ASQ vendor contract review and approve invoices and serve as the Credentialing Officer for survey fieldwork personnel.

ADA Coordination

• Serve as the central point of contact for all ADA related complaints for JAA airports and facilities.
• Receive review and forward complaints to appropriate stakeholders investigate issues and prepare responses.
• Conduct facility reviews for ADA compliance and coordinate mitigation efforts as necessary.
• Perform audits and self assessments in accordance with federal state local and JAA regulations and policies.
• Act as liaison with the FAA Office of Civil Rights on ADA matters.

Executive Conference Room Coordination

• Oversee the Executive Conference Room (ECR) including scheduling for internal and external users.
• Manage reservations provide facility information and ensure clarity on costs and capabilities.
• Maintain the ECR in a ready to use condition ensuring cleanliness and full systems functionality.
• Coordinate payment collection and advise customers on payment procedures.
• Work with on site food and beverage providers to meet client service needs.
• Collaborate with IT to ensure connectivity and support for web based meetings and presentations.

Knowledge Skills and Abilities

• Strong customer service skills preferably in an airport environment.
• Effective independent problem solving skills with sound judgment in fast paced situations.
• Excellent verbal and written communication skills suitable for a wide audience.
• Ability to build and leverage relationships with internal departments and external stakeholders.
• Working knowledge of current aviation issues relevant to airport operations.
• Proficiency with database systems Microsoft Excel Internet applications and the full MS Office Suite. Ability to analyze interpret and present data clearly.
• Ability to coordinate people and resources during difficult or emergency situations.

Required Education and Experience

• Bachelor's degree from an accredited college or university in Business Administration, Public Administration Aviation Management Hospitality Management Communications or a closely related field. Three (3) years of progressively responsible experience in customer service airport operations administrative support or a related field are required.
• Airport or aviation experience is preferred.

Additional Requirements

• Ability to obtain and maintain a Security Identification Display Area (SIDA) badge.
• Valid Florida Class E driver’s license (must be maintained).
• Successful completion of a Florida Department of Law Enforcement security background check.

Physical Demands

This position requires walking throughout terminal areas sitting or standing at a workstation for extended periods and occasional lifting of items up to 20 pounds. The employee must be able to perform essential job functions with or without reasonable accommodation.