Assistant Customer Care Manager

Role Summary

This is customer service work at the assistant managerial level in the Philadelphia International Airport’s (PHL) Guest Experience unit. Employees in this class provide direction, through subordinate customer care supervisors, to lower-level customer service staff responsible for providing customer service, resolving in‑person customer inquiries, reporting facility issues, and providing ongoing follow‑up with airport staff and stakeholders. They evaluate performance and ensure quality assurance of customer service programs for an assigned unit.

Employees have significant contact with Airport officials on customer service expectations and with the general public.

• Provide direction to subordinate supervisors and lower‑level customer service staff.
• Resolve in‑person customer inquiries.
• Report facility issues and follow up with airport staff and stakeholders.
• Evaluate performance and manage quality assurance of customer service programs.
• Maintain communication with Airport officials and the public.

• Presently employed by the City of Philadelphia with permanent Civil Service status in the Department of Aviation with a performance rating of Satisfactory or higher.
• Education equivalent to completion of the twelfth school grade.
• Two years of customer service experience in an airport.
• Two years of Customer Care Supervisor experience in the Airport’s Guest Experience Unit, or two years of Airport Communications Services Supervisor experience at the Airport, or an equivalent combination of training and experience as determined by the Office of Human Resources.

Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

Must be able to pass and maintain Security Identification Display Area (SIDA) and Airfield Operations Area (AOA) clearance.

Preference for Philadelphia residents who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination.