Airport Customer Service Operator

Airport Customer Service Operator

The Clark County Department of Aviation is seeking qualified applicants to apply for the Airport Customer Service Operator position. This position will operate a centralized telephone switchboard with multiple trunk lines, extensions and associated equipment, including an intercom system and two-way radio, along with monitoring and maneuvering among multiple camera views. Responsibilities include connecting internal and external callers to appropriate team members or departments, and acts as the initial contact for the traveling public at the airport in an administrative office or Landside operations setting; provides factual information to the public; provides airport paging services. Some positions provide customer service in person to support Landside security and traffic patrol regarding Landside operations which includes patrolling parking garages and, surface lots and curbs on foot and by vehicle.

This recruitment is limited to the first 200 applications received and will close without notice once that number is reached. This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months or may be extended as needed by Employee Services. Employee Services reserves the right to call only the most qualified applicants to the selection process.

Minimum Requirements

Equivalent to graduation from high school and three (3) years of full-time general clerical experience, one (1) year of which includes operating a telephone system with multiple incoming and outgoing lines. Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis.

All qualifying education and each experience must be clearly documented in the "Education" and "Work Experience" sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources. Working Conditions: May be required to work extended shifts or be called back in emergency situations. Work day, evening, night, weekend and holiday shifts. Some positions work outdoors in all weather conditions and work with exposure to heavy traffic and potentially hazardous emissions and fumes. Standing and walking for lengthy periods throughout a shift.

Licensing and Certification: Specified positions may require possession of a valid Nevada Class C driver's license at time of hire. Positions assigned to the Airside division must complete Security Awareness and National Crime Information Center (NCIC)/Nevada Criminal Justice Information System (NCJIS) certification within six (6) months of hire/transfer, be recertified every year and must maintain certifications in NCIC/NCJIS as a condition of continued employment.

Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.

Residency Requirement: Permanent employees must maintain a principal place of residency within the boundaries of Clark County and provide proof of compliance with Nevada motor vehicle registration and drivers' license laws within 90 days of employment.

Citizenship: Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions.

Background Check: Employment with the Department of Aviation is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and upon the ability to be granted and maintain a security badge as mandated by the Transportation Security Administration. Note: all prospective hires must present two original government issued ID's upon acceptance of job offer. Examples of acceptable ID's include a Passport, Driver's License or DMV issued ID, birth certificate, Social Security card, Voter Registration card, school issued ID with picture, etc.

Physical Demands

Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period of time, vision to read printed materials and a computer screen, and hearing and speech to communicate in English, in person or over the telephone, radio and electronically/virtually. Ability to perform data entry with a keyboard. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation. Some positions will require strength and mobility to work in an airport exterior location, to stand and walk for extended periods of time, and to drive a variety of vehicles.

Examples of Duties

• Communicates in a friendly and professional manner, projecting a positive image.
• Provides general and specific factual information to callers and visitors about the County's departments and programs and specific departmental activities; refers more detailed or technical questions to the appropriate department or team member.
• Directs guests to the proper person or takes messages as required.
• Assists team members and others in using the telephone system.
• Provides a variety of routine to difficult office support/revenue related, operational duties, which may include typing, word processing, receptionist duties, record keeping and filing.
• Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• May act as liaison between the public and various airport service providers.
• Operates standard office equipment and performs a variety of routine clerical duties. Keeps apprised of office activities and functions to communicate this information to the public; uses a computer to verify information and may make simple updates.
• May instruct other office staff in the use of telephone equipment. May provide relief and assistance to office support assignments.

Airport Control Center:

• Operates a telephone system with multiple incoming and outgoing lines and extensions to answer and route incoming calls.
• Phones lines include but are not limited to public phone lines, airport courtesy phones, non-emergency airport telephone lines, airport sick line.
• Accepts calls using a TDD system.
• Maintains logs of various types of calls.
• Places a variety of calls, including long distance, collect, credit card and conference calls.
• Pages individuals or provides information over a public address system.
• Facilitates airport work orders using support software for service-related phone calls.
• Performs and issues public responses when directed.
• Performs access control functions for the airport's 24-hour key access program and gaming control personnel.
• Personnel also coordinate with Control Center dispatch personnel for resolving lost property, lost passenger(s), persons of interest, gate changes and broadcasting airport- wide pages related thereto.
• Ensure Maximo work orders are processed promptly and correctly or referred to Airport Control Center (ACC) dispatch for immediate response.
• Other clerical duties include collectively maintaining information resources from airlines, tenants, vendors, DOA, and agency partners to provide to the public as accurate information.

Landside Operations:

• Acts as a first level customer assistant/receptionist, answers telephone, intercom system, and uses a two-way radio.
• Receives and assists with parking tickets from patrons, calculates the appropriate fee using a parking revenue control system, receives monies and makes change; processes charge and check payment transactions.
• Performs ancillary work such as assisting in the parking decal office, serving as command desk monitor and performing minor repairs and maintenance of parking revenue control systems. Reconciles and makes reports of discrepancies.
• Following established procedures, handles unusual transactions such as insufficient funds, mutilated, blank, unreadable or lost tickets, complimentary or non-revenue transactions, stolen or void tickets and similar situations.
• Completes license plate recognition daily and assists customers with parking revenue control systems.
• Provides information to patrons regarding surface streets, directions to specific locations and similar details; resolves conflicts and/or handles unusual situations.
• Patrols parking facilities on foot and/or in a vehicle to provide enhanced security, prevent vehicle break-ins or vandalism and to assist patrons; provides jump-starts to non- operable vehicles as required.
• Issues citations, notices of infraction to illegally parked vehicles, and permit violations; tows abandoned vehicles from airport property; performs installation and audit of transponders for Automated Vehicle Identification (AVI) program.
• Prepares standard reports of vehicle license updates and exceptions using automated equipment.
• Direct traffic in and out of parking areas to relieve congestion; may handle overflow parking to resolve airport capacity problems.
• May respond to emergency situations and/or automobile accidents in parking areas; assess situation; summon help and control scene until arrival of proper authority.
• Uses standard office or operational equipment in special applications, monitors security cameras, and parking revenue control system.
• Drives a motor vehicle to patrol parking facilities and