Airport Customer Service Supervisor

Salt Lake City Corporation is seeking an Airport Customer Service Supervisor to support its Airport Lost and Found and Volunteer Programs. The role supervises customer service staff, manages administrative and public relations activities, handles complaints and collections, and ensures compliance with applicable policies and regulations.

Responsibilities:

• Plans, prioritizes and assigns daily workload to Airport Customer Service Representatives and/or Airport Volunteer Programs participants. Sets work hours and approves overtime and leave requests
• Handles multiple tasks including answering the phone, helping customers at the counters, resolving complaints, assisting staff, logging found items using database software, disposition of items, shipping and correspondence
• May collect payment from customers for services rendered and/or goods purchased. Accounts for and maintains records of found cash (U.S. and foreign currencies) and checks
• Communicates and interacts effectively with internal and external business contacts. Applies strong customer service focus in all interactions with claimants and all members of the public
• Monitors and keeps records of activities and productivity levels. Prepares regular reports which reflect the current inventory and disposition of found items, and staff. Ensures records are stored according to state, city and departmental requirements
• Establishes and maintains effective working relationships with colleagues and Airport tenants through outreach, program coordination and planning
• Recommends the hiring of employees and intake of volunteers. Recommends disciplinary or corrective action
• Meets with customers and staff to receive, document, process and resolve complaints. Situations may be highly adversarial involving persons who are volatile or extremely irate. Provides information to the public and other agencies regarding the division’s various operations, services, policy and procedures
• Prepares found items for disposition according to City ordinance and departmental policy. Coordinates disposition with various outside organizations and ensures internal approvals and records are in place
• Provides orientation, training and assistance to Airport Customer Service Representatives and Volunteers on how to deal with customers and on proper procedures
• Supervises and backs up all Airport Customer Service Representative and Volunteer personnel
• Submits budget and order recommendations to proper authorities for approval. Prepares various statistical and budgetary reports. Researches topics or issues, collects and tabulates data, and composes written narratives and spreadsheet presentations
• Prepares and manages division correspondence. Distributes correspondence among direct reports, and approves correspondence prepared by Airport Customer Service Representatives or Volunteer Program participants prior to distribution
• Performs duties with considerable independence, exercises proper judgment, and makes decisions within established policies and procedures
• Learns and performs all typical duties of the corresponding Customer Service Supervisor
• Performs all other duties as assigned

Requirements:

• Graduation from an accredited college or university with a two‑year degree in Business Administration or related field, plus two years' paid experience in customer-related duties. Must have at least one-year experience as acting supervisor in customer relations or collections work. Education and work experience may be substituted on a year for year basis
• Ability to operate and understand a personal computer network using Windows, Microsoft Office applications to include Word, Excel and Outlook
• Ability to communicate with individuals from different social and ethnic backgrounds. Must be able to function effectively in stressful situations, prioritize tasks and make sound decisions in accordance with policy and procedure
• Clear and concise oral and written communications skills
• Possession of a valid driver's license or Utah driving privilege card
• Certification related to an airport environment
• Knowledge of city ordinances and policies related to the Airport
• Moderate physical effort and usually comfortable working conditions. Intermittent sitting, standing walking, and moving around in a normal office environment where typing, copying, writing, and using a computer is a regular part of the day. Occasional lifting and moving of large, bulky or heavy items
• Considerable exposure to stressful situations as a result of human behavior, time constraints, and/or multiple demands and priorities
• Preference will be given to individuals with the required number of years of experience in a related position with the Salt Lake City Department of Airports