Assistant Manager, Customer Relations
POSITION: Assistant Manager, Customer Relations
DEPARTMENT: Customer Service
SALARY: $56,700.80 - $72,696.00
CLOSING DATE: Friday, October 21, 2016
Analyze and coordinate resolution of customer service issues throughout the airport. Identify and establish working relationships with representatives from all airport entities to facilitate complaint resolution while maintaining a high degree of customer service. Provide travelers with requested information. Assist with special activities and projects, such as travel assistance for special needs individuals. Serve as lead for Customer Service Management software and data analysis software and reporting systems. Participate with various Aviation Authority sanctioned teams and initiatives. Perform other duties as assigned.
Bachelor degree in Communications, Management or Customer Relations and five (5) years experience in customer service management and complaint resolution for a large, diverse entity, or an equivalent combination of education, training and experience. Broad knowledge of airport operations at Orlando International Airport strongly preferred. Experience with automated call/email recordkeeping systems preferred. Demonstrated ability to analyze and interpret customer service issues, problem solve, and reach satisfactory resolution. Must have strong conflict resolution abilities; able to remain calm in confrontational and/or stressful situations; exceptional interpersonal skills; attention to detail; ability to work independently; and excellent oral and written communication skills. Proficient in Microsoft Office applications (Word, Excel and Outlook) required. Experience/knowledge of general airport operations and Aviation Authority's airport wide customer service initiatives. Must be able to speak, read and write in English; bi-lingual skills a plus. Must be able and willing to work a shift that includes weekends and/or holidays. Valid Florida Driver's License required.