Pkng Ops Communications Spec

Dfw International Airport•DFW Airport, TX

19d

About The Position

Under general supervision of the Parking Command Center Shift Supervisor, the Communication Specialist monitors the parking control system, communication and CCTV activities The Communication Specialist remotely authorizes parking fee adjustments, database corrections and control of parking revenue gates. This position communicates extensively with internal and external partners and Airport guests via computer, telephone, two way radio or intercom. Provides clarification or instruction to Guest Services Agents and agents in the field on issues that are operationally critical. Performs clerical functions as deemed appropriate by the supervisor. Monitors various systems related to the Parking Business Unit to ensure continued safe and efficient operations. What you will be doing: Makes decisions in regard to adjustment of parking fees based on departmental protocol within level of authority. Maintains and issues a variety of database logs and reports, ensuring accuracy. Assists in the coordination of plaza activity and lane availability. Extensive verbal communication via telephone, intercom and radio system. Monitors business activity using command center systems while advising supervisors of potential problems or issues. Remotely communicates and assists guests in automated lanes. Replenishes tickets in ticket issuing devices and performs first echelon maintenance on parking equipment and gates. Assists Guest Service Agents in day to day operations such as providing instructions for cash transactions, fee adjustments, etc. Corrects license plate database errors. Provides world class customer service when communicating by telephone, email and/or face-to-face interactions with internal and external customers. Operates and monitors the parking system; receives and evaluates incoming service requests and routes requests as per standard operating procedures. Creates and follows-up on work order service requests utilizing computerized applications. Assists the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues as seen on the CCTV monitors. Notifies the Environmental Affairs Department of any observation that may have an environmental impact.

Requirements

Completion of high school curriculum or equivalent.
One (1) year experience in communication/call center type environment.
Possession of a valid Class C driver's license.
Knowledge of and ability to use miscellaneous computer software including Microsoft Outlook, Excel and Word.
Working knowledge of systems and technology commonly associated with communication center environment such as parking control systems, CCTV, telephone/paging, maintenance management, access control and other similar systems.
Ability to deliver a high level of quality customer service under normal and adverse conditions.
Ability to gather data and compile written reports.
Ability to use established operating procedures to determine severity of emergency events and appropriate course of action.
Ability to work under stressful conditions, analyze and coordinate situations and make decisions rapidly.
Ability to understand and follow oral and written instructions.
Ability to effectively communicate orally and in writing.
Ability to work Flexible hours and rotating shift assignments.
Ability to successfully complete a certified telecommunications course within one year of hiring into this position.
Ability to type 25 WPM.
Ability to organize the work schedules, such as breaks, lunches, etc., of others.

Responsibilities

Makes decisions in regard to adjustment of parking fees based on departmental protocol within level of authority.
Maintains and issues a variety of database logs and reports, ensuring accuracy.
Assists in the coordination of plaza activity and lane availability.
Extensive verbal communication via telephone, intercom and radio system.
Monitors business activity using command center systems while advising supervisors of potential problems or issues.
Remotely communicates and assists guests in automated lanes.
Replenishes tickets in ticket issuing devices and performs first echelon maintenance on parking equipment and gates.
Assists Guest Service Agents in day to day operations such as providing instructions for cash transactions, fee adjustments, etc.
Corrects license plate database errors.
Provides world class customer service when communicating by telephone, email and/or face-to-face interactions with internal and external customers.
Operates and monitors the parking system; receives and evaluates incoming service requests and routes requests as per standard operating procedures.
Creates and follows-up on work order service requests utilizing computerized applications.
Assists the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues as seen on the CCTV monitors. Notifies the Environmental Affairs Department of any observation that may have an environmental impact.