CUSTOMER RELATIONS SPECIALIST (Cruise Services)

Broward County•Fort Lauderdale, FL

2d•Onsite

About The Position

This position is responsible for administrative work and maintaining the relationships between the Port Everglades Department and its customers. Work involves assisting the Cruise Services Manager in planning, coordinating, and carrying out the cruise customer relations functions of the Port Everglades Operations Division. It is expected that the job holder will work outside of their regular work schedule, including weekends, as needed. Work involves being in the field, interfacing with cruise line agents, representatives, government officials, port users, and vendors to facilitate the resolution of problems and optimize the delivery of services. Assignments are received from the Cruise Services Manager in the form of broad instructions or general program objectives. Work is performed with considerable independent judgment within established guidelines. Works under general supervision, independently developing work methods and sequences. Performs responsible administrative work maintaining sound working relationships between the agency and its customers. Works under general supervision, independently developing work methods and sequences.

Requirements

Requires four (4) years of experience in customer relations, including two (2) years of experience dealing with major cruise lines, airlines, or other relevant business entities.
Must possess valid Florida Driver's License.
Ability to secure and maintain a Transportation Worker Identification credential (TWIC) within 60 days of employment and for the duration of employment.
Ability to secure and maintain a valid Seaport Business Purpose Credential for the duration of employment.

Nice To Haves

Associate's degree or higher in Customer Relationship Management, Hospitality Management, Public or Business Administration, or closely related field
NCSA Certified Customer Service Professional (CCSP) or equivalent
Project Management Professional (PMP)
Hospitality and Tourism Specialist Certificate
2 years of experience with budget development
Microsoft Office Specialist Certificate (Excel at MOS Expert or Master Level)
1 year of Business Analytics experience
Multilingual - written/verbal (Dutch, French, German, Italian, Mandarin, Portuguese, or Spanish)

Responsibilities

Promote SunSational Service and focus on providing a hospitable environment for facility users.
Maintain ongoing working relationships with various organizations and coworkers.
Attend trade shows and requisite events, attend meetings with existing/potential partners, and participate in community outreach programs as requested.
Assist the Cruise Services Manager with event requests and coordination of meetings, events and activities being held in Cruise Terminals on non-traditional cruise ship days.
Report any potential hazards, that could impact guests or workers, to appropriate agency management and Risk Management.
Liaison with taxis, vans, and other vendors.
Respond to various requests/issues/inquiries from partners, agencies, and guests.
Recommend modifications to improve the agency and customer experience.
Research and collect data annually.
Assist Cruise Services Manager with site inspections of the cruise terminals, adjacent berths, and parking areas to ensure customers are getting the services needed and complaints are being resolved.
Ensure elevators, escalators, and other relevant equipment are working properly; if not, report through the appropriate channels.
Identify the need for additional/new signage and request through the Facilities Maintenance Division.
Create content for/run accurate schedules on port DMS (Dynamic Message Signs).
Advise and coordinate with customers, vendors, and partners on various operations, marketing, and customer relations matters.
Attend maritime-related business meetings and collaborate with the Operations Supervisor to ensure the safety of guests and employees.
Conduct solicitation meetings with prospective clients to encourage using Port Everglades for cruises; respond to inquiries from prospective clients.
Receive complaints and/or requests from cruise line agents and representatives concerning operational issues; evaluate concerns and interface with appropriate Port personnel/area to resolve them.
Coordinate and maintain detailed analytical records of meetings with cruise line agents and representatives.
Monitor the Port's cruise passenger operations and work closely with the Convention Center, External Affairs, BSO, Security, Parking Coordinator, and other key personnel/areas to efficiently and smoothly manage cruise operations.
Prepare various status reports and provide input to budget development.
Provide hands-on cruise operations support during peak periods; work on weekends as needed and on-call 24/7; maintain regular and predictable attendance.
Ability to establish and maintain effective working relationships with the general public, coworkers, elected and appointed officials, and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, or political affiliation.
Perform related work as required.