Entry Level - Customer Experience and Parking

Job Description

Qualifications

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Makes decisions in regard to adjustment of parking fees based on departmental protocol within level of authority.
2. Maintains and issues a variety of database logs and reports, ensuring accuracy.
3. Assists in the coordination of plaza activity and lane availability.
4. Extensive verbal communication via telephone, intercom and radio system.
5. Monitors business activity using command center systems while advising supervisors of potential problems or issues.
6. Remotely communicates and assists guests in automated lanes.
7. Replenishes tickets in ticket issuing devices and performs first echelon maintenance on parking equipment and gates.
8. Assists Guest Service Agents in day to day operations such as providing instructions for cash transactions, fee adjustments, etc.
9. Corrects license plate database errors.
10. Provides world class customer service when communicating by telephone, email and/or face-to-face interactions with internal and external customers.
11. Operates and monitors the parking system; receives and evaluates incoming service requests and routes requests as per standard operating procedures.
12. Creates and follows-up on work order service requests utilizing computerized applications.
13. Assists the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues as seen on the CCTV monitors. Notifies the Environmental Affairs Department of any observation that may have an environmental impact.

MINIMUM REQUIREMENTS

• Completion of high school curriculum or equivalent.
• One (1) year experience in communication/call center type environment.
• Possession of a valid Class C driver’s license.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of and ability to use miscellaneous computer software including Microsoft Outlook, Excel and Word.
• Working knowledge of systems and technology commonly associated with communication center environment such as parking control systems, CCTV, telephone/paging, maintenance management, access control and other similar systems..
• Ability to deliver a high level of quality customer service under normal and adverse conditions.
• Ability to gather data and compile written reports.
• Ability to use established operating procedures to determine severity of emergency events and appropriate course of action.
• Ability to work under stressful conditions, analyze and coordinate situations and make decisions rapidly.
• Ability to understand and follow oral and written instructions.
• Ability to effectively communicate orally and in writing.
•  Ability to work Flexible hours and rotating shift assignments.
• Ability to successfully complete a certified telecommunications course within one year of hiring into this position.
• Ability to type 25 WPM.
• Ability to organize the work schedules, such as breaks, lunches, etc., of others.

SPECIAL REQUIREMENT

· This is a designated Essential Employee position as defined in the DFW Airport’s Categories and Classifications Administrative Policy and Procedure. An essential employee is one whose attendance is required to maintain airport operations during an emergency or inclement weather situation.