Customer Service Ambassador
|Location:||RDU Airport, NC|
|Benefits:||Medical,Vision,Dental,Group Life,Local Government Employee Retirement System,401k, 457 Deferred Compensation Plan,AFLAC,Voluntary Long -Short Term Disability,11 Paid Holidays |
|Employment Type:||Full Time|
|Department:||1700 Guest Services|
•Graduation from high school and some experience in the airline and hospitality industry or in communications front-line customer service, public relations or in the hospitality or travel industry; or an equivalent combination of education and experience.
•Knowledge of the principles and practices of the travel and hospitality industry.
•Knowledge of the Raleigh-Durham area and its services, facilities, and points of interest.
•Ability to communicate effectively in oral and written forms.
•Ability to exercise diplomacy and deal effectively and courteously with airport customers and the general public.
•Ability to convey positively the assets of the surrounding communities, the region and state as well as the general features of the airport and its facilities.
Demonstrates a high energy level and positive attitude
•Ability to follow airport policies and procedures of the RDU Airport Authority.
•Perform duties as outlined in the Passenger Special Assistance Plan.
•Ability to work effectively and efficiently in an independent or team setting.
•Ability to problem-solve.
•Demonstrate effective listening skills.
•Ability to resolve conflict and handle stressful situations in a professional manner.
•Demonstrate a positive attitude.
•Willingness to work a flexible schedule on a variety of days and shifts.
•Knowledge of workplace safety policies and procedures.
•Knowledge of office equipment and operating procedures.
•Knowledge of current publications that are displayed at each Information Desk.
•Knowledge of Airport Authority personnel policies and procedures.
•Use of Microsoft Office programs, Outlook, Oracle and flight tracking software.
•Multi-lingual ability in Spanish, French, or German, a plus.
.Able to work holidays, nights and weekends.
SPECIAL NECESSARY REQUIREMENTS
•Possession of a valid North Carolina driver's license.
•Ability to meet security background investigation standards as required by the Transportation Security Administration.
•Must pass drug screening test prior to employment.
•Provides information to passengers and visitors on region’s hotels, restaurants, airport services, tourist areas of interest, and business services.
•Distributes maps, brochures, pamphlets, and other materials to passengers and visitors.
•Provides departure and arrival information regarding airline flights.
•Provides information on parking areas and transportation.
•Refers passengers or visitors with problems to proper resources.
•Gives specific directions to requested places and points of interest.
•Pages passengers for meeting arrangements or messages.
•Assists passengers with limited English proficiency.
•Assists individuals with disabilities through the use of visual paging and TTY and TDD devices.
•Logs and receives brochures.
•Maintains neat and clean desks and replenish collateral materials displayed.
•Provides tours of the public area airport facilities when possible.
•Maintains records and reports on customer assistance and unusual service activity.
•Assists with conference room bookings and collection of rental fees.
•Provides set-up services for meet & greet functions for incoming groups.
•Assists with displaying event/welcome banners and electronic messaging.
•Assists the Lead Ambassadors keep the day-to-day operation running smoothly.
•Reports any service interruptions that impact the customers’ experience to appropriate departments and Lead Ambassadors.
•Assists tenants and airlines in locating hospitality services for stranded, ill, elderly or passengers in need.
•Provides assistance to tenants and customers as needed during weather-related or other emergency or irregular operation situations.
•Assists in the coordination of special events including, but not limited to, Customer Service Appreciation Week activities and holiday operations.
•Enters customer comments received at the Information Desks into the RDU web-based customer feedback system.
•Provides updates and revisions for Visitor Services Information Desk Resource Book
•Assists with the training and mentoring of volunteers.
•Performs other duties as required by the Airport Authority.
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