Supervisor Information Services - Hudson and Associates, LLC

Description: Supervisor Information Services have a critical function as the dedicated customer service staff for the Airport. The staff have hundreds of customer contacts each day, whether by phone or in person from travelers and the public.  Each staff member should acknowledge that customer service to the traveling public is a primary concern for the City and that customer service is the shared responsibility of all employees at the Airport, no matter their role or function.  Supervisor for Information Services staff should abide by the following at all times:

• Demonstrate excellent customer service at all times, to every user of the Airport, as applicable
• Ensures the assigned staff demonstrates excellent customer service at all times to every user of the Airport, as applicable.
• Be thoroughly knowledgeable of all airport regulations, IB Manual, services and public facilities to be able to assist the public and staff requesting informational assistance.
• Assist with new employee training and ensure employees are adequately trained. 
• Submit a weekly Attendance and Tardy Report to HR Manager.
• Ensure that all media i.e., email, or Memoranda’s are disseminated to each employee, as applicable.
• Act in a courteous and helpful manner at all times with travelers, fellow employees, and all other users of the Airport
• Behave in a business-like and professional manner while on Airport property
• Refrain from using inappropriate language in public areas; smile and use a pleasant
• Be thoroughly knowledgeable of all operations, services and public facilities to be able to assist the public requesting informational assistance
• Must be proficient in basic computer programs (Word, Excel, Internet and Emails) tone of voice, when conversing with travelers and all other Airport users while on duty

Job Purpose: We are looking for mature dedicated managers who are customer service focused and act in a courteous and helpful manner at all times with travelers, fellow employees, and all other users of the Airport.

The successful candidate will be Responsible for supporting Lambert International Airports overall all goal of addressing customer needs and building outstanding customer relations. Our Supervisor Information Services are expected to be calm, clear of thought and in control at all times. They should always know the appropriate responses, no matter the situation in accordance with established policies and procedures. This position plays a vital role in achieving our revenue growth objectives.  

Report To:      Sr. Information Services Supervisor/ CEO

Supervisor Information Services Skills we are looking for:

• Excellent communications skills
• Dependable
• Productive
• Customer Service Focused
• Maintains Professionalism
• Attention to Detail
• Calm and Mature demeanor
• Knowledgeable of the Airport and all of its services
• Basic Job Knowledge

Job Responsibilities:  

• Review bi-weekly time sheets for accuracy and ensure submission to Company Finance Manager. 
• Ensure daily activity documentations consolidated into the monthly report databases.  At month end, review all for reports for accuracy, and submit six reports to CEO, Manager and Airport Public Relations Manager.  Year-End Reports are also submitted on the 1^st week of the New Year as well.
• Develop the monthly work schedule.
• Ensure time sheets, daily log reports, Leave request and any other required forms are replenished as needed for staff.
• Inform staff of approved leave request policy, Blackout Dates and sign forms for approval as necessary.
• Serves as the on-call point of contact for staff requiring emergency leave or staff questions.
• Serves as main contact for IT staff user support.
• Be thoroughly knowledgeable of the passenger complaint procedure.
• Be thoroughly knowledgeable of internet usage procedures.
• Be thoroughly knowledgeable of highways, transportation services, hotels, dining and area attractions. 
• Prepare Supervisory Report with weekly accomplishments and submit to manager.
• Ensure computers, printer and phones are operational.
• Ensure direct communications from CEO & Managers to all Staff members.
• Perform other duties as assigned by Manager.

• Effectively manage large amounts of incoming calls and passenger traffic at the Booth
• Keep records of daily customer interactions and tally report at the end of your shift
• Document all complaints and offer the Airport’s website “contact us” for passengers to submit a complaint
• Maintain a clear understanding of Company policies and Airport Rules & Regulations
• Make daily Chapel pages while working in the Information Booth
• Provide first level contact and convey resolutions to customer issues promptl
• Monitor flight boards, luggage carousels and status for inbound and outbound flights
• Walk customers through problem solving process
• When applicable, follow up with customers and provide feedback
• Utilize excellent customer service skills and exceed customers’ expectations
• Maintain strong client-facing and communication skills
• Check for Company and Airport emails, memos, notifications upon arrival to work and clock in
• Be proficient in the use of TTY equipment for low hearing impaired passengers
• Be familiar with the location of defibrillators throughout the terminals
• Be proficient in procedures for a bomb threat 
• Be proficient in procedures for calls to the Airport Police Department & Airport Operations
• Be proficient in opening and closing procedures for T1 & T2 Information & Paging Booths
• Be proficient in Airport and personal cell phone use policies 
• Be proficient in business surrounding the Airport, i.e. attractions, hotels and restaurants
• Be proficient in the Female Lactation Suites and Charging Stations through-out the Airport
• Be proficient in the Metropolitan Taxi, Metro Link, Ground Transportation and Shared Ride Services
• Greet passengers upon arrival and offer Where Magazines & Airport Trading Cards to passengers
• If needed, help travelers with the usage of the Kiosks for obtaining boarding passes
• Provide gate, ticket counter location & baggage services information
• Provide Service Animal Rest Area & USO location information
• Assist passengers in need of wheelchair services
•  Provide maps & information regarding Metro-link location and stops
• Provide general driving directions, long term parking shuttles, cell phone lots and hotel shuttles
• Assist passengers with luggage information & baggage claim office locations
• Provide flight information to travelers
• Assist in directing passengers to TSA Pre-Check Enrollment, Lost and Found TSA, Global Entry & International Building, Business Diversity Development, Airport Police Department, Airport Administration and Badging Offices
• Provide general information regarding Airport amenities such as; location of ATM, concessions, outlets/charging stations, elevators/escalators, restroom, shops, smoking area and Wi-Fi information
• Provide language translation assistance
• Provide information to hotel and rental car shuttles
• Be very attentive and vigilant to your work station environment and surrounding
• Maintain clean and tidy work area
• Perform other duties as assigned

JOB REQUIRMENTS      

Education and Experience:

• High School Diploma or its equivalency
• 1 year of Customer Service Supervision
• Six (6) months of experience in a position requiring public contact
• Strong time management and organizational skills
• Basic PC knowledge and familiarity with electronic equipment (Intermediate Microsoft Work, Excel and Outlook skills)
• Great communication skills (verbal and written) with the ability to liaise at multiple levels
• High level of accuracy, speed, and data entry skills
• Attention to details
• Ability to relate well with others and work in a team environment
• Ability to work under pressure

CONDITIONS OF EMPLOYMENT:

• Must pass pre-employment drug test. 
• Must pass criminal history check. 
• Must pass physical.

Certification/Licenses/Special Requirements:  None