Under general direction of the Integrated Operations Center Supervisor, provides service delivery coordination and situational awareness during regular and irregular operations to ensure continued safe and efficient operations of DFW International Airport. Operates telecommunications equipment to receive, process and disseminate all 311 and general information calls coming into the Integrated Operations Center. Assesses and manages the customer¿s operational journey by monitoring the parking control system, commercial ground transportation operators and airside passenger transportation to provide airport customers with exceptional service to all locations. The IOC Specialist utilizes established IOC procedures, processes, and federal aviation regulations in coordinating airport operational activities. The IOC specialist will be able to perform all job responsibilities and rotate through specific assignments.
PRINCIPLE DUTIES & RESPONSIBILITIES:
- Operates, coordinates, and monitors the 311 and general information telephone system, radio calls and emails from customers, internal and external stakeholders. Receives and evaluates incoming service and work order requests and routes them to the appropriate department or contractor for follow up and completion. The IOC Specialist provides customer service in the following areas which include but is not limited to flight information, directions to and from the airport, concessions information, custodial dispatch requests for all public areas within the airport, wellness checks, contractor check in/ check out, safety related issues, escalated customer impact calls, irregular operations (IROP) calls, pit burn notifications, , hotel and parking information, customer complaints and compliments etc.
- Coordinates terminal paging requests from airport customers and stakeholders and uses terminal paging systems to issue all requested paging announcements.
- Coordinates the dispatch of Airport Customer Experience Specialists (ACES) and Terminal Experience Supervisors as needed for service needs.
- Receives and communicates requests from internal/external stakeholders for Customer Experience support for terminal tours or escorts, military service support (USO), Sky Link service interruptions and/or support for media and special events.
- Monitors Xovis wait time technology and supports updates to the system via the master control station and reports system changes or updates to appropriate entities including TSA and Customer Experience Supervisors.
- Processes communications regarding parking control plaza, imports and enters data for IOC and Executive metric tracking and coordinates exceptions and provides potential mitigation actions for Parking Operations and IOC staff.
- Monitors flight operations and roadway vehicular throughput to evaluate efficiency and proactively coordinate necessary transportation resources through TBU.
- Provides essential daily coordination for airport incident responses to include hardstand flight operations, Irregular Operations support, baggage handling systems impacts and Sky Link outages.
- Completion of high school curriculum or equivalent.
- Three (3) years of experience in call center operations, airport operations, emergency dispatch/telecommunications, customer service, parking, dispatch, ground transportation, or related fields.
- Any equivalent combination of education and/or experience may be substituted for the above.
- Must be able to work rotating shifts.
- Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et al., and DFW Airport¿s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
- This is a designated safety sensitive position as defined in DFW Airport¿s Drug and Alcohol Administrative Policy and Procedure. Applicants selected for this position will be required to pass a drug test prior to employment and to submit to drug screening on a random basis during the length of their employment in the safety sensitive position.
- This is a designated Essential Employee position as defined in 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.
- Ability to obtain and maintain an FBI Criminal Justice Information System (CJIS) clearance.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Ability to deliver a high level of quality customer service under normal and adverse conditions.
- Ability to effectively communicate with dissatisfied patrons and accurately record their concerns over the phone.
- Working knowledge of the operations of a medium or large hub airport.
- Knowledge of principle, practices and terminology used in telecommunications and its application in real-time response situations.
- Sufficient geographic knowledge of the DFW area. Working Technical knowledge and ability to use miscellaneous software including Microsoft Excel, Word, PowerPoint and airport specific programs.
- Working knowledge of computer systems and technology including but not limited to call center operations, 311 call systems, parking control systems, TDD systems, paging systems, maintenance management systems, access control and other similar systems critical to airport operations.
- 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 verbal and written instructions.
- Ability to communicate orally and in writing to airport employees, supervisory staff, outside agencies, tenants and guests.
- Ability to respond to emergency call-up and to work adjusted shifts under routine and non-routine events.
- Ability to multi-task and maintain customer focused interactions utilizing the (VMS) Voice Management System, IVR, system Recorder or other system software.
- Works in an Integrated Operations Center.
- Uses keyboard devices, computer monitors, and telephony equipment.
- Exchanges information by two-way radio, telephone, intercom, e-mail and in person.
- Sits for extended periods remaining constantly attentive to telephone calls, radio transmissions and safety and security alarm systems.
- Reacts calmly, quickly and logically in emergency situations.