Communications Center Representative II - Portland International Airport (PDX)
Port of Portland
·Yesterday
- Salary
- $48k – $61k/yr
- Location
- Portland 97218, OR, OR
- Type
- Internship
- Department
- Marketing
- Education
- Associate
- Closing date
- Today
- Source
- GovernmentJobs
Description
The Port of Portland is hiring a Communications Center Representative!
Are you ready to be the central voice and digital hub for a major commercial airport? We are seeking a highly skilled individual to manage complex passenger communications, coordinate vital maintenance responses, and provide essential administrative support that keeps our facility running safely and efficiently 24/7. Join the team where every call, click, and dispatch makes a direct impact on aviation success!
About us: At the Port of Portland, airport operations are the heartbeat of our commitment to excellence in air travel. We are the orchestrators behind the scenes, ensuring a seamless and secure experience for all passengers, aircraft, and cargo that pass through our airport.
About you: We are seeking a versatile and dynamic professional to serve as the critical operational liaison for a major commercial airport. This high-impact role manages passenger communications and coordinates essential maintenance dispatch using multi-channel systems, ensuring world-class support for diverse customers, tenants, and maintenance crews.
This position is designated as Essential Employee personnel; therefore, staff are required to report to work during all airport emergencies. Candidates must be fully available to work varying shifts, including holidays and weekends, often on short notice.
- On behalf of the airport and airport tenants, consistently provide passenger communication services and customer service to the public through a complex array of technological tools and social media.
- Services include, but are not limited to, taking a high-volume of customer calls, providing accurate responses to their queries and concerns, de-escalating situations involving dissatisfied customers, offering patient assistance and support, passenger paging, monitoring social media and responding appropriately.
- Due to the wide range of inquiries and requests, this position requires a broad range of familiarity with multiple aspects of both airport and tenant operations.
- In support of our diverse customer base, this also requires creative problem-solving skills and sensitivity to special needs of disabled and other exceptional individuals.
- Receive, prioritize, and communicate routine and emergency requests for maintenance services using a multi-line phone system, 800 MHz radio, email and other automated forms of communication.
- Support budget allocations and labor timecard management by accurately prioritizing, coding, and processing work requests to the appropriate trade personnel in a timely manner.
- Conduct individual assignments, primarily in support of Customer Relations and Maintenance Planning, as assigned.
- Projects will vary in complexity from simple administrative tasks to more advanced research and analysis.
- Associate's degree in business, customer relations, computer applications, or a related field. (Additional experience may substitute for the education qualifications.)
- Three (3) years of demonstrated front-line customer service and/or working with the general public, social media, and/or administrative support; or the equivalent combination of education and/or relevant experience.
- Experience with facilities management, maintenance, or construction is desired.
- Familiarity with the Incident Command System (ICS), Computerized Maintenance Management Systems (CMMS), and union environments is highly preferred.
- Maintaining a valid state driver's license is required.
- Ability to pass and maintain a Criminal History Records check and Security Threat Assessment required for a PDX Security Badge with Driver designation and CJIS certification upon hire is required.
Must pass a pre-employment drug test.
- Excellent verbal, written, and social media skills, supported by superior spelling, grammar, and proofreading abilities.
- Apply exceptional customer service practices, empathy, persuasion, positive language, and de-escalation techniques.
- Intermediate computer skills (MS Office/Social Media); minimum 45 WPM typing; proficient with specialized computer systems, multi-line phones, and 800 MHz radio dispatch.
- Ability to quickly learn and apply administrative procedures, interpret policies, and research/apply tenant leases and contracts.
- Proven ability to simultaneously manage multiple priorities and work effectively with diverse employee groups.
- Promotes safety as a guiding principle; complies with safety/health policies.
- Shows the utmost respect for others, is a proven team player, and demonstrates a passion for valuing differences and being inclusive.
- A minimum qualification evaluation of education, training, and experience of submitted application packets will take place by Human Resources before the Thanksgiving holiday break.
- A Subject Matter Expert (SME) Panel will perform an evaluation of experience and training taken from your employment application materials including any responses to the supplemental questionnaire.
- A select few of candidates who successfully passed the SME evaluation will be invited to participate in an interview early December.
Skills
Customer Service