Customer Service Representative

Jacksonville Aviation Authority - Jacksonville, FL4.3

The Jacksonville Aviation Authority ("JAA") welcomes applications for the role of Customer Service Representative through September 23, 2018.

Job Summary

This is administrative work in coordinating a variety of customer service functions. This position plays a key role in presenting an engaging and professional first impression of the organization to visitors and employees. The work requires knowledge of clerical, administrative and customer service principles, methods, practices and procedures which is gained through a combination of training and some on-the-job experience. Contacts require skills in engaging, observing and understanding people and overall situational awareness. The work is semi-routine where tasks are covered by administrative procedures, and some latitude is permitted to choose the most appropriate procedure for the situation; the use of judgement is necessary when determining what matters affecting the reception desk and administration building must be escalated or re-directed. The work is performed in an office environment which is open to the public. Operates personal computer, multi-line phone system and other standard office equipment. The work is performed under general supervision where work assignments are subject to instructions and established routines, but the employee is given latitude to rearrange the sequence of tasks based on the changing work situations.

Essential Functions

Provides timely and effective customer service support to internal and external customers.
Greets visitors, screens incoming calls at the JAA reception desk.
Provides helpful and accurate answers to routine inquiries.
Prepares professional, factual and timely responses to customer contacts.
Assists with ensuring over all compliance with security practices in and around the administration building.
Verifies that entrants to the administration building have appropriate badge or identification.
Maintains current employee, department and tenant contact information.
Coordinates and monitors the use of conference/meeting rooms within the administration building.
Maintains control of access doors to the administrative building.
Records and tracks all visitors to the JAA administration building.
Maintains logs for incoming packages, transactions and other deliveries.
Maintains logs for use of pool vehicles.
Maintains professional, neat and clean reception area.
Reports any observed irregularities to airport law enforcement, including but not limited to, the presence of unauthorized persons, property damage or other unusual occurrences.
Responds appropriately to emergency situations as they arise within the administration building, alerting emergency personnel, including JAAPD, JSO, 911 etc. as appropriate.
Provides clerical support to the Human Resources department.
Maintains office supplies inventory through coordination with Procurement department.
Assists with the coordination of JAA quarterly employee meetings and other company events.
Coordinates special projects and events as assigned.
Performs other duties as required.
Knowledge, Skills & Abilities

Knowledge of administrative and clerical procedures.
Knowledge of customer service principles.
Knowledge of security techniques, methods and procedures.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office.
Skill in information management.
Detail-oriented and skilled in techniques of observation.
Ability to engage the public in a professional, friendly and service oriented manner.
Ability to operate a multi-line phone system.
Ability to provide administrative support, monitor logbooks and issue visitor badges.
Ability to interact professionally with diverse personalities.
Ability to speak and write English fluently.
Ability to maintain accurate logs, and prepare clear, concise and comprehensive
reports as requested.
Ability to learn and apply prescribed routines and procedures.
Ability to coordinate and plan events.
Flexible and adaptable team player.
Ability to handle confidential issues with tact and diplomacy.
Ability to multi-task and to handle multiple priorities simultaneously.
Ability to act quickly and calmly in emergencies.
Required Education & Experience

High School diploma or its equivalent and
3 years of customer service experience in a position that involved regular contact with the public
Preferred Education & Experience

Associate level degree
Experience in security work
Basic first aid and CPR
Ability to speak fluently a language other than English
Experience using a multi-line phone system
Licenses & Certifications

Must be able to obtain and maintain a Security Identification Display Area (SIDA) badge
Florida Class E Driver’s License may be required and must be maintained
Physical Demands

The physical demands consist of moving from one work location to another, sitting or standing at a work station for extended periods of time and may involve lifting objects weighing up to 15 pounds.

Must be able to perform the physical requirements of the position with or without reasonable accommodation.