Customer Experience Representative I

Ontario International Airport Authority•Ontario, CA

2d•$46,350 - $70,040•Onsite

About The Position

Looking for an opportunity to make a meaningful impact? Want to help shape the customer journey at one of the fastest-growing airports in the country? Join our award-winning Customer Experience team and play a key role in creating memorable experiences for travelers at ONT! Employees in this classification provide customer service-related activities throughout all terminals at Ontario International Airport (ONT). Incumbents report directly to the Customer Experience Supervisor, who oversees all aspects of the customer experience. The Customer Experience Representative (CXR) I is the entry level role within the Customer Experience Representative series and is expected to perform assigned duties as identified below. Incumbents within this classification initially perform routine assignments, and steadily receive increasingly complex duties and responsibilities as experience is gained. The Customer Experience Representative I provides both external and internal customer service-related activities and support throughout all terminal spaces at ONT including public, airline, security checkpoints, concessions, rental car facilities, and parking lots.

Requirements

Any combination of education, training, and experience that would likely provide the knowledge, skills, and abilities to successfully perform in the position.
High school diploma or equivalent is required; Associates Degree preferred
Two (2) years in a direct face-to-face customer service or operations environment providing public information assistance.
Prior experience in an airport environment is preferred
Proficiency in the Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook
Valid Driver's License equivalent to a California Class C Driver's License.
Ability to pass all background / reference checks, knowledge examinations, as well as aptitude tests necessary to obtain an OIAA employee badge at ONT
Finger dexterity to utilize a keyboard to input information on a computer
Ability to lift and carry objects weighing up to 25 pounds up to approximately 50 feet
Ability to stand for long periods of time
Ability to walk for long periods of time
Ability to stoop, kneel, crouch, crawl, climb, balance
Ability to access areas owned or leased by OIAA
Possesses subject matter experience and a track record of accomplishment in all or many of the disciplines outlined in this job description
Possesses strong computer skills and proficiency with computer-based tasks.
Possess strong written and oral communication skills
Possess outstanding customer service skills
Ability to deliver and follow written and oral instructions
Ability to understand and apply complex policies and procedures
Knowledge of airport ground transportation and security procedures
Ability to think outside of the box to generate ideas and solutions for a complex environment
Ability to self-start in an extremely autonomous work environment
Ability to recognize and understand conflict, and when to escalate
Ability to adhere to policies and procedures fairly and consistently
Possess the ability to interact effectively and courteously with employees, tenants and the general public in an international aviation environment
Ability to build and maintain strong and positive relationships with all airline and tenant partners
Ability to understand conflict resolution and customer recovery tactics
Possess the ability to work in a fast-paced, high stress environment with multi-assignments and conflicting deadlines while remaining calm and reacting quickly and logically in emergency situations.
Ability to prepare and understand clear and concise reports
Ability to handle incidents effectively, appropriately and tactfully
Ability to work varying hours determined by shift assignments, including early mornings, nights, weekends, and holidays
Ability to consistently demonstrate the Core Values of OIAA

Nice To Haves

Associates Degree preferred
Prior experience in an airport environment is preferred

Responsibilities

Maintains awareness of and assists with delivery of the overall customer experience strategy.
Provides direct engagement and interaction with customers to deliver a positive customer experience in cooperation with all airline and tenant partners.
Promotes a positive customer experience that is professional, welcoming, inclusive, and puts people first.
Provides general information and support for all airport products including wayfinding, services, amenities, concessions, and airlines.
Receives and addresses feedback from customers through the established CMS tool and follows through to resolution, often engaging other tenant partners
Reports any safety or security issues.
Maintains awareness of arrival and departure flight schedules, as well as operational hours of tenant partners.
Participates in team projects as a contributor, with an expectation to provide input and status updates for assigned tasks.
Provides support, customer assistance, and/or escort during terminal specific events hosted by the OIAA and various terminal projects including terminal tours, in-terminal community engagement events, and media/filming requests.
Ensures custodial, maintenance, comfort and ambiance standards are maintained by monitoring, reporting, and following through on all issues to ensure work is executed satisfactorily.
Maintains daily documentation of special and/or unusual occurrences and other data pertinent to the daily operations of Customer Experience.
Completes a variety of activity logs and status reports used to monitor the business unit.
Seeks awareness of industry standards and trends.
Does related work as required.
May occasionally be assigned to other duties for training purposes or to meet technological changes or emergencies.