Customer Support Team Leader

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GENERAL SUMMARY

Under general supervision of the Customer Support Center Shift Supervisor, oversees and participates in Parking’s daily Customer Support Center activities including entry, exit, remote and crossover lane locations. Handles exceptions to standard operating procedures and makes decisions which impact customer parking fees within approved guidelines. Operates CCTV system determining appropriate views and areas to be monitored by the Communication Specialists team.

Oversees license plate correction responsibilities and handle team assignments and rotation of duties.

• Supervises, coaches and provides guidance to Communication Specialists regarding routine daily operational issues of the Customer Support Center and license plate correction responsibilities.
• Ensures quality customer service and care by ensuring an engaged team through coaching and motivation. Documents sessions and instances of both extraordinary and less than acceptable performance.
• Directly involved in compilation of information and completion of employee performance reviews.
• Assigns employees to work stations to ensure adequate coverage for efficient movement of traffic; schedules and coordinates staff breaks.
• Manages call volumes and applies proper telephone etiquette to resolve escalated requests/calls. Stocks and maintains adequate level of supplies within the Customer Support Center.
• Replenishes tickets in issuing devices and performs first echelon maintenance of parking equipment and gates. Coordinates lane closures when needed for maintenance activities.
• Ensures quality customer service and care by responding to customer issues, requests and complaints; resolves complaints to customer satisfaction within Board operating procedures or refers to Team Supervisor for resolution.
• Provides first-line decisions on exceptions to standard operating procedures within delegated limits, including class changes.
• Performs duties of other Parking positions as needed.
• Performs related duties such as ensuring appropriate signage and message content for the control plaza and Remote product lanes. Prepares and maintains a variety of reports and logs.
• Monitors all system lanes to ensure efficient traffic movement.
• Assist trainer in new hire training programs.
• Keeps Team Supervisor apprised of changing conditions related to staffing, traffic conditions, Parking Control System (PCS) equipment, gates, and exception transactions.
• Communicates extensively via intercom, telephone and in person.
• Assist the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues. Notifies the Environmental Affairs Department of any observation that may have an environmental impact.

• Completion of high school curriculum or equivalent.
• Two (2) years of experience in customer service.
• One (1) year experience in communication/call center type environment.
• Possession of a valid Class C driver's license.

• Ability to successfully complete a certified communications course within one year of hiring into this position.
• Knowledge of and ability to use miscellaneous computer software including Microsoft Outlook, Excel and Word.
• Working knowledge of systems and technology commonly associated with communication center environment such as parking control systems, CCTV, telephone/paging, intercom systems, maintenance management, access control and other similar systems.
• Ability to maintain effective and harmonious working relationships.
• Ability to hold individuals responsible for outcomes.
• Ability to provide frequent and appropriate feedback to employees to encourage maximum team and individual performance.
• Ability to evaluate the expected outcomes of potential solutions and use appropriate strategies for reaching decisions.
• Ability to resolve patron complaints tactfully and firmly.
• Ability to recommend and implement improvements to processes and procedures.
• Ability to determine when it is appropriate to make decisions independently.
• Ability to manage multiple assignments/tasks simultaneously successfully.
• Ability to operate modern office equipment such as personal computer, calculator, copier, etc.
• Ability to prepare and maintain reports with accuracy.
• Ability to consider complexities and relationships of other issues affecting the problem.
• Ability to speak clearly and succinctly, using proper grammar in person, by two-way radio and on the telephone.
• Ability to work rotating and flexible hours and shift assignments and to report to work on short notice.
• Ability to coordinate the work of others.

• This is a designated Essential Employee position as defined in DFW Airport’s Categories and Classifications Administrative Policy and Procedure. An essential employee is one whose attendance is required to maintain…