Customer Service Representative ; A263635-1 Airport Security

Provides customer service by answering phones and assisting with resolving customer issues. Tracks customer calls and resolutions into database.

This position is responsible for receiving and processing calls for services and for dispatching appropriate department personnel in response. Monitors the airport facilities/grounds, closed circuit television (CCTV), and alarm notifications; completes and files incident reports if the need is identified. Reports inappropriate activities and ensures compliance with applicable City, State, and Federal policies regarding airport safety and security.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job‑related tasks other than those specifically presented in this description.

• Must pass Federal Background Check performed by the airport upon hire as a condition of continues employment.
• Answers emergency and non‑emergency calls and dispatch appropriate personnel.
• Determines the nature of the emergency then dispatch the appropriate personnel to assist the caller.
• Monitors radio and maintains contact with all units on assignment; monitors safety status, locations, and dispatch personnel/equipment to the scene of emergency.
• Dispatches proper services to emergency situations, control situations through communication, and checks through access databases for identification of individual.
• Operates computers, fax machines, copiers, printers, Mass Notification applications, etc.
• Obtains, verifies and records all necessary information from the caller and provide Airport Police instructions as needed.
• Follows all established procedures to ensure security of sensitive information.
• Determines response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
• Provides information regarding department's policies, City ordinances, and applicable federal regulation.
• Assists with office duties, assisting citizens with lost and found items and completing an assortment of forms.
• Maintains, updates, and files all pertinent logs, and other records and documents daily.
• Resolves customers complaints accordingly.
• Tracks complaints and ensures that they are handled properly.
• Provides counter and telephone service to the general public; answers questions and explains airport access media related issues; and furnishes applicant with information concerning airport access media operations or regulations, legal requirements, and rights, privileges and responsibilities.
• Monitors closed circuit television.
• Communicates and documents all telecommunications.
• Responds to security alarms.
• Assists in maintaining good communication between staff, visitors, and other business contacts.
• Deals professionally with people experiencing all levels of emotions.
• Must follow all rules of telephone courtesy in all telephone communications.
• Work in close proximity with others.
• Work holidays, long or irregular working hours, shift work including weekends.
• Will be required to drive a City vehicle for City business use.
• Performs other duties as assigned.

• business English, spelling, and arithmetic.
• telephone and radio operating requirements, techniques, and etiquette.
• relevant federal and state law and local ordinances.
• City ordinances, protocols, and policies.
• City services and departments.
• basic arithmetic.
• English grammar, spelling, and punctuation.
• modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400 or FIS.

• planning, organization, and time management.
• performing a variety of duties, often changing from one task to another of a different nature.
• critical thinking and logical reasoning.
• customer service delivery.
• skills and speed in the operation of radio and telephone equipment.
• build and maintain effective working relationships with others.
• communicate clearly and effectively both orally and in writing.
• take and follow directions from supervisor.
• give directions to and…