Information & Communications Agent

St. Joseph County Airpo•South Bend, IN

7d•Hybrid

About The Position

The Information & Communications Center Agent is a member of the Operations team which provides 24/7 coverage and serves as the central communications point for the airport. The Agent monitors and operates multiple security and communication systems, and assists with ensuring compliance with Federal, State, and local airport safety and security regulations. He/she facilitates the airport-issued badge process, maintains required documentation, and supports the coordination of emergency response when needed.

Requirements

High School diploma or equivalent education required.
Six months to one year customer service experience preferred requiring public contact, answering multi-line telephone equipment and use of general office equipment such as computers, fax machine and copier.
Experience in a communications center or a security background is preferred.
The candidate must have and maintain a valid and active driver’s license and be able to operate a vehicle.
Must complete and pass a comprehensive background and Criminal History Records check and be able to obtain and maintain security and access credentials.
Must pass a pre-employment drug screening.
Position is required to occasionally drive Authority vehicles on Airport grounds and public roadways.
Knowledge of the operation of radio equipment, telephone equipment, recording devices and closed-circuit television monitoring.
Ability to utilize two-way radio communications.
Ability to maintain accurate and complete records.
Ability to maintain confidentiality.
Ability to establish and maintain an effective working relationship with others, interact with a variety of personalities, and remain calm and objective in emergency situations.
Ability to problem solve and multi-task, make quality decisions using sound judgment, and understand, follow and clearly transmit written and oral instructions.
Ability to work independently and with others.
Ability to listen and communicate effectively, verbally and in writing, and to professionally deal with difficult people.
Ability to represent the Authority in a professional manner.
Knowledge of Microsoft Office Programs

Nice To Haves

Specialized training in computer software and/or degree in Aviation Management, Criminal Justice, or Aviation Management helpful.

Responsibilities

Monitor radios and act as liaison among parties operating on different frequencies.
Dispatch appropriate personnel to events on airport property.
Monitor and review closed-circuit television screens for surveillance and safety purposes, rotating screens among numerous cameras.
Process applications for airport-issued identification badges; produce ID badges and maintain accurate records.
Perform adjudication for airport-issued identification badge applicants through digital criminal history background checks and security threat assessments.
Perform audits to ensure compliance and accuracy of records.
Train personnel in processing applications for airport-issued identification badges.
Update daily activity logs for position and multiple departments.
Assist in the coordination of emergency response to all aircraft incidents, medical emergencies, etc. and in the coordination of Airport Authority employees and outside responding agencies; maintain communication with staff during emergencies; provide support for all departments during the emergency.
Answer a crash phone and emergency lines when required.
Work with tenants to ensure compliance with airport rules and regulations and enforce as necessary.
Act as liaison for other airport departments and tenants, coordinating tasks that involve more than one area of responsibility.
Maintain intra- and inter-departmental cooperation and teamwork.
Answer and screen incoming telephone calls and forward to appropriate Authority staff.
Receive, document, and return items for airport lost and found.
Process payments accurately for parking, taxi, badge, and other rates and charges; prepare receipts.
Maintain accurate and compliant records necessary for the operation of the Operations Center.
Perform clerical functions as needed.
Monitor Access Control System for alarms or violations.
Participate in random airport worker screenings as needed.
Perform any other duties as may be assigned.
Support the Airport Authority mission, vision, and values statements in all aspects of work.
All employees are expected to be part of our customer service team as Dedicated Customer Care Specialists.