Business Intelligence Field Interviewer

Port of Seattle•SeaTac, WA

8d•Onsite

About The Position

As a Business Intelligence Field Interviewer, you will collect data from and about Sea-Tac (SEA) passengers and other Port customers through activities such as administering surveys, conducting short interviews, observing and recording customer behavior, and overseeing electronic people counters or other devices that record user information. You will administer large-scale, longitudinal studies by recruiting departing and arriving passengers for participation and collecting data. You will also conduct data collection for ad hoc survey research projects, including administering self-completed surveys, conducting short interviews with customers, and recording observations of customer behavior. You will confidently approach and interact with passengers, providing information about the studies, including the purpose, survey length, and meaning of survey questions. You will monitor data collection progress and adjust collection times to meet a.m./p.m., domestic/international, and other sampling quotas. Data collection may take place at any Port of Seattle location, including marinas, piers, and employee parking lots. You will create data collection schedules based on flight schedules and adapt them as flights change to achieve expected sample sizes in accordance with sampling guidelines. You will also learn and apply study-specific sampling strategies, switch between studies during a shift, and track completed data collection in Excel to support flight schedule planning for the next day. You will set up data kiosks and people counters, including properly positioning devices, downloading data, troubleshooting technical difficulties, changing batteries, updating software, and working with Information & Communication Technology (ICT) to resolve technical issues. You will train, mentor, and evaluate new interviewers on customer engagement, research protocols, sampling procedures, technology, and independent field research standards. You will also complete required Airports Council International (ACI) training and obtain field researcher certification. You will assist passengers with a range of issues, including wayfinding, contacting emergency services, and remaining with passengers until first responders arrive. You will report cleanliness or maintenance issues using the Port's See-Say app. You will also report unsafe conditions, hazards, unattended or suspicious items, and disruptive passengers. In addition, you will provide information about airport amenities, answer passenger questions, and serve as a knowledgeable resource for airport information.

Requirements

Two (2) years of experience as a frontline customer service agent in a fast-paced and multi-cultural environment.
Knowledge of customer engagement principles, customer service best practices, and cultural awareness.
Proficiency in Microsoft Office Suite and technology used to support customer interactions, including iPads, PCs, and people-counting systems.
Strong adaptability, ability to handle challenges independently, respond effectively to and thrive in constantly changing environments.
Ability to manage multiple, concurrent priorities and investigate and take action independently to meet customers’ needs without leadership assistance.
Ability to communicate clearly and professionally, adapting communication style to meet the needs of diverse audiences.
Ability to actively listen, convey information accurately, ask thoughtful questions to ensure understanding, and build rapport through respectful and effective interactions.
Ability to use sound judgment when sharing information and maintain professionalism in all communications.
Must pass a Transportation Security Administration (TSA) background check as well as a criminal history background check with the Federal Bureau of Investigation (FBI).
Must obtain a U.S. Customs and Border Patrol (CBP) Customs Seal within 30 days of hire.
Employees must establish a residence in Washington state within 30 days of their first day of employment and must maintain a residence in Washington State during their employment with the Port of Seattle.
If a position is eligible to telework, work performed while teleworking must be performed in Washington State.

Nice To Haves

Ability to proactively approach members of the public.
Ability to communicate with people from diverse backgrounds.
Ability to handle refusals professionally.
Ability to maintain a positive customer service approach throughout your shift.
Commitment to Equity: Apply equity and exemplify shared values, behaviors, and practices in all aspects of the work.

Responsibilities

Collect data from and about Sea-Tac (SEA) passengers and other Port customers through activities such as administering surveys, conducting short interviews, observing and recording customer behavior, and overseeing electronic people counters or other devices that record user information.
Administer large-scale, longitudinal studies by recruiting departing and arriving passengers for participation and collecting data.
Conduct data collection for ad hoc survey research projects, including administering self-completed surveys, conducting short interviews with customers, and recording observations of customer behavior.
Confidently approach and interact with passengers, providing information about the studies, including the purpose, survey length, and meaning of survey questions.
Monitor data collection progress and adjust collection times to meet a.m./p.m., domestic/international, and other sampling quotas.
Create data collection schedules based on flight schedules and adapt them as flights change to achieve expected sample sizes in accordance with sampling guidelines.
Learn and apply study-specific sampling strategies, switch between studies during a shift, and track completed data collection in Excel to support flight schedule planning for the next day.
Set up data kiosks and people counters, including properly positioning devices, downloading data, troubleshooting technical difficulties, changing batteries, updating software, and working with Information & Communication Technology (ICT) to resolve technical issues.
Train, mentor, and evaluate new interviewers on customer engagement, research protocols, sampling procedures, technology, and independent field research standards.
Complete required Airports Council International (ACI) training and obtain field researcher certification.
Assist passengers with a range of issues, including wayfinding, contacting emergency services, and remaining with passengers until first responders arrive.
Report cleanliness or maintenance issues using the Port's See-Say app.
Report unsafe conditions, hazards, unattended or suspicious items, and disruptive passengers.
Provide information about airport amenities, answer passenger questions, and serve as a knowledgeable resource for airport information.

Benefits

Healthcare – Medical, Dental, and Vision Care with options that work for you and your family.
Paid Vacation – Just about four weeks per year that increases with tenure to rest and rejuvenate.
Paid Sick Leave – At least one hour of sick leave for every 40 hours worked.
Holidays – More than ten days per year to celebrate with family and friends away from work.
Pension/Retirement Plans – A pension and additional savings plans to prepare for your future after the Port.
Getting to Work – From subsidized parking and a low-cost public transit card to alternative work arrangements giving you an opportunity to work hybrid.
Parental Leave – Six weeks of paid leave to spend with new additions to your immediate family.
Development – From tuition reimbursement, training, stretch assignments and internal internships, we support a learning culture.
Equity, Diversity, and Inclusion – The Port of Seattle values diversity as a source of innovation and strength. We are actively working across the organization to create a culture where all employees – regardless of race, gender, and other identities – succeed and reach their fullest potential.
Work-Life Balance – We provide the resources to help you create habits to be healthy and balanced.
Mission Driven – We are focused together in promoting economic opportunities and quality of life in the region by advancing trade, travel, commerce, and job creation in an equitable, accountable, and environmentally responsible manner.
Overtime Eligible