Customer Experience Representative

Join The Team At Ontario International Airport (ONT)

Want to be a part of something bigger than yourself? To contribute to a team making moves on a global scale? Then you're invited to join the team that lives the So Cal, So Easy vibe. The phenomenal team works daily to connect people, places and create experiences for the millions of passengers traveling through Southern California's Ontario International Airport (ONT).

ONT is looking for people who think outside of the box, who get excited about the possibilities, and who want to continue paving the way for the fastest growing airport in the U.S. If you want to be a part of a vibrant team making world-class moves, and contribute to shaping the future of this airport, region and industry, then look no further.

#ThisisONT.

Looking for an opportunity to make a meaningful impact? Want to help shape the customer journey at one of the fastest-growing airports in the country? Join our award-winning Customer Experience team and play a key role in creating memorable experiences for travelers at ONT!

COMPENSATION

$46,350.00 - $70,040.00 annual salary + a generous benefits package to include medical, dental, vision and 10% employer paid 401A through VOYA Financial.

Job will be posted through 10/21 or the first 125 applications.

Employees in this classification provide customer service-related activities throughout all terminals at Ontario International Airport (ONT). Incumbents report directly to the Customer Experience Supervisor, who oversees all aspects of the customer experience.

The Customer Experience Representative (CXR) I is the entry level role within the Customer Experience Representative series and is expected to perform assigned duties as identified below. Incumbents within this classification initially perform routine assignments, and steadily receive increasingly complex duties and responsibilities as experience is gained. The Customer Experience Representative I provides both external and internal customer service-related activities and support throughout all terminal spaces at ONT including public, airline, security checkpoints, concessions, rental car facilities, and parking lots.

• Maintains awareness of and assists with delivery of the overall customer experience strategy.
• Provides direct engagement and interaction with customers to deliver a positive customer experience in cooperation with all airline and tenant partners.
• Promotes a positive customer experience that is professional, welcoming, inclusive, and puts people first.
• Provides general information and support for all airport products including way finding, services, amenities, concessions, and airlines.
• Receives and addresses feedback from customers through the established CMS tool and follows through to resolution, often engaging other tenant partners
• Reports any safety or security issues.
• Maintains awareness of arrival and departure flight schedules, as well as operational hours of tenant partners.
• Participates in team projects as a contributor, with an expectation to provide input and status updates for assigned tasks.
• Provides support, customer assistance, and/or escort during terminal specific events hosted by the OIAA and various terminal projects including terminal tours, in-terminal community engagement events, and media/filming requests.
• Ensures custodial, maintenance, comfort and ambiance standards are maintained by monitoring, reporting, and following through on all issues to ensure work is executed satisfactorily.
• Maintains daily documentation of special and/or unusual occurrences and other data pertinent to the daily operations of Customer Experience.
• Completes a variety of activity logs and status reports used to…