Business Intelligence Field Interviewer

Port of Seattle•Seattle, 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.
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.
Communicate clearly and professionally, adapting your communication style to meet the needs of diverse audiences.
Actively listen, convey information accurately, ask thoughtful questions to ensure understanding, and build rapport through respectful and effective interactions.
Use sound judgment when sharing information and maintain professionalism in all communications.
Strong adaptability.
Ability to handle challenges independently.
Ability to respond effectively to and thrive in constantly changing environments.
Ability to manage multiple, concurrent priorities.
Ability to investigate and take action independently to meet customers’ needs without leadership assistance.

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

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.
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 sampling quotas.
Create data collection schedules based on flight schedules and adapt them as flights change to achieve expected sample sizes.
Learn and apply study-specific sampling strategies, switch between studies during a shift, and track completed data collection in Excel.
Set up data kiosks and people counters, including properly positioning devices, downloading data, troubleshooting technical difficulties, changing batteries, updating software, and working with 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.