Austin Aviation - Temporary, Customer Service Representative (Lost & Found)

Job Description

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments. Resolves customer issues with one call resolution. Answers customer requests or inquiries concerning services, products, billing, and equipment. Verifies customer account and active services using various databases and software applications. Researches customer account information to explain services, charges, and adjustments. Logs customer complaints, creates service requests, and routes to the appropriate department(s). Maintains and files all generated service requests.

Responsibilities - Supervisor and/or Leadership Exercised:

May train others.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of billing procedures.
• Knowledge of good customer relations practices.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in planning and organizing.
• Skill in handling conflict and uncertain situations.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain effective communication and working relationships with city employees and the public.

Minimum Qualifications:

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Licenses and Certifications Required:

None.

Notes to Candidate:

Under general supervision, this position provides professional and timely customer service to passengers, airport visitors, aviation stakeholders, and members of the public regarding Lost & Found services. The position receives, researches, documents, and resolves inquiries involving lost or recovered property while maintaining accurate records and following established airport procedures.

Essential Duties, Functions, and Responsibilities:

Provides Customer Service-Responds to telephone, email, and other inquiries from passengers, airport customers, aviation stakeholders, and the public regarding Lost & Found services and general requests.

Receives, researches, and responds to reports of lost, misplaced, or recovered property; provides accurate information and strives to achieve first-contact resolution whenever possible.

Accurately logs customer interactions, service requests, property information, case activity, and outcomes in designated systems; maintains organized electronic and physical records.

Coordinates and Communicates with Stakeholders Works with airport departments, airlines, contractors, law enforcement, and other aviation stakeholders to research property, obtain information, resolve cases.

Work Hours:

Shift may change according to departmental needs; work hours may include after hours, holidays, and weekend work.

Salary:

$23.76 - $28.69/ hr.

Travel:

This position requires traveling to multiple sites as part of the regular job duties. A driving record verification will be conducted. If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Shift Incentive:

Shift work includes shift differential incentive for evening and night shifts and weekends.

Essential Personnel:

This position is categorized as essential personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and in some cases when they are not scheduled.

Application Information:

A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Please list your complete employment history, to include all job duties, responsibilities and employment dates on your online application. The application is an official document; incomplete applications will not be considered (i.e., "see resume" or "see LinkedIn profile"). Resumes will not be used to qualify for the position and will not be used to recommend salary. Supplemental information or changes to your application will not be accepted after the job posting closes. The responses to the supplemental questions inquiring about experience should be reflected on your application.

Important Note to Applicants:

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

Department may close this job posting at any time after 7 days.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

Veteran:

Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

Criminal History Records Check:

The top candidate will be subject to a minimum 10 year criminal background check and security threat assessment.

Language:

Must have the ability to read, write, and fluently speak in English.

Overtime:

Overtime may be required with or without notice.

Work Hours:

Shift may change according to departmental needs; work hours may include after hours, holidays, and weekend work.

Department may close this job posting at any time after 7 days

Benefits:

Working with Aviation provides a number of health and welfare benefits see City of Austin Promotional Benefits Overview and click HERE to learn more.

See us in action: Austin-Bergstrom International Airport - AUS - YouTube

EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call View phone number on click.appcast.io or Texas Relay by dialing 7-1-1.