Customer Experience Representative I

Want to be a part of something bigger than yourself? To contribute to a team making moves on a global scale? Then you’re invited to join the team that lives the So Cal, So Easy vibe. The phenomenal team works daily to connect people, places and create experiences for the millions of passengers traveling through Southern California’s Ontario International Airport (ONT). ONT is looking for people who think outside of the box, who get excited about the possibilities, and who want to continue paving the way for the fastest growing airport in the U.S. If you want to be a part of a vibrant team making world-class moves, and contribute to shaping the future of this airport, region and industry, then look no further. #ThisisONT.

Looking for an opportunity to make a meaningful impact? Want to help shape the customer journey at one of the fastest-growing airports in the country? Join our award-winning Customer Experience team and play a key role in creating memorable experiences for travelers at ONT!

COMPENSATION

$46,350.00 - $70,040.00 annual salary + a generous benefits package to include medical, dental, vision and 10% employer paid 401A through VOYA Financial.

*Hiring Salary Range: $46,350.00 - $58,195.00 annual salary

(starting salary will be within this range based upon qualifications)

Job will be posted through 10/21 or the first 125 applications.

SUMMARY

Employees in this classification provide customer service-related activities throughout all terminals at Ontario International Airport (ONT). Incumbents report directly to the Customer Experience Supervisor, who oversees all aspects of the customer experience.

DISTINGUISHING CHARACTERISTICS

The Customer Experience Representative (CXR) I is the entry level role within the Customer Experience Representative series and is expected to perform assigned duties as identified below. Incumbents within this classification initially perform routine assignments, and steadily receive increasingly complex duties and responsibilities as experience is gained. The Customer Experience Representative I provides both external and internal customer service-related activities and support throughout all terminal spaces at ONT including public, airline, security checkpoints, concessions, rental car facilities, and parking lots.

JOB RESPONSIBILITIES

Important and essential duties may include, but are not limited to the following:

• Maintains awareness of and assists with delivery of the overall customer experience strategy.
• Provides direct engagement and interaction with customers to deliver a positive customer experience in cooperation with all airline and tenant partners.
• Promotes a positive customer experience that is professional, welcoming, inclusive, and puts people first.
• Provides general information and support for all airport products including wayfinding, services, amenities, concessions, and airlines.
• Receives and addresses feedback from customers through the established CMS tool and follows through to resolution, often engaging other tenant partners
• Reports any safety or security issues.
• Maintains awareness of arrival and departure flight schedules, as well as operational hours of tenant partners.
• Participates in team projects as a contributor, with an expectation to provide input and status updates for assigned tasks.
• Provides support, customer assistance, and/or escort during terminal specific events hosted by the OIAA and various terminal projects including terminal tours, in-terminal community engagement events, and media/filming requests.
• Ensures custodial, maintenance, comfort and ambiance standards are maintained by monitoring, reporting, and following through on all issues to ensure work is executed satisfactorily.
• Maintains daily documentation of special and/or unusual occurrences and other data pertinent to the daily operations of Customer Experience.
• Completes a variety of activity logs and status reports used to monitor the business unit.
• Seeks awareness of industry standards and trends.
• Does related work as required.
• May occasionally be assigned to other duties for training purposes or to meet technological changes or emergencies.

PROFILE OF THE IDEAL CANDIDATE

• Possesses subject matter experience and a track record of accomplishment in all or many of the disciplines outlined in this job description
• Possesses strong computer skills and proficiency with computer-based tasks.
• Possess strong written and oral communication skills
• Possess outstanding customer service skills
• Ability to deliver and follow written and oral instructions
• Ability to understand and apply complex policies and procedures
• Knowledge of airport ground transportation and security procedures
• Ability to think outside of the box to generate ideas and solutions for a complex environment
• Ability to self-start in an extremely autonomous work environment
• Ability to recognize and understand conflict, and when to escalate
• Ability to adhere to policies and procedures fairly and consistently
• Possess the ability to interact effectively and courteously with employees, tenants and the general public in an international aviation environment
• Ability to build and maintain strong and positive relationships with all airline and tenant partners
• Ability to understand conflict resolution and customer recovery tactics
• Possess the ability to work in a fast-paced, high stress environment with multi-assignments and conflicting deadlines while remaining calm and reacting quickly and logically in emergency situations.
• Ability to prepare and understand clear and concise reports
• Ability to handle incidents effectively, appropriately and tactfully
• Ability to work varying hours determined by shift assignments, including early mornings, nights, weekends, and holidays
• Ability to consistently demonstrate the Core Values of OIAA

MINIMUM QUALIFICATIONS

Any combination of education, training, and experience that would likely provide the knowledge, skills, and abilities to successfully perform in the position.

• High school diploma or equivalent is required; Associates Degree preferred
• Two (2) years in a direct face-to-face customer service or operations environment providing public information assistance.
• Prior experience in an airport environment is preferred
• Proficiency in the Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook

LICENSES / CERTIFICATION

• Valid Driver's License equivalent to a California Class C Driver's License.
• Ability to pass all background / reference checks, knowledge examinations, as well as aptitude tests necessary to obtain an OIAA employee badge at ONT

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Finger dexterity to utilize a keyboard to input information on a computer
• Ability to lift and carry objects weighing up to 25 pounds up to approximately 50 feet
• Ability to stand for long periods of time
• Ability to walk for long periods of time
• Ability to stoop, kneel, crouch, crawl, climb, balance
• Ability to access areas owned or leased by OIAA

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee might encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• All areas of passenger airline terminals including operations areas not open to the public
• Some time spent in climate-controlled office environment
• Often outside and exposed to various weather conditions
• Outside and in close proximity to operating aircraft with exposure to loud noise
• Use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

This is an at-will, non-exempt position. Only a valid and properly executed employment agreement may alter status as an at-will employee. Verbal contracts are not valid. The employment relationship may be terminated at the will of either party upon notice to the other. As an at-will employee, there would not be an established property interest in continued employment with OIAA.

ADDITIONAL INFORMATION

• Candidates who successfully complete all phases of the selection process will be placed on an eligibility list. Current and future vacancies will be filled from this list. Lists typically last for 6 months but may be extended or abolished based upon the needs of the Ontario International Airport Authority (OIAA).
• The OIAA  encourages applications from qualified individuals with disabilities as defined by the Americans with Disabilities Act and the Fair Employment and Housing Act. Individuals who require a reasonable accommodation to participate in any phase of the selection process must make such a request during the application process. Applicants with disabilities that affect sensory, manual, or speaking skills may be provided with a test in a format that does not require the use of the impaired skill. Persons requesting reasonable accommodation will be required to provide documentation of such a need.
• The OIAA  supports a Drug-Free Workplace. The pre-employment physical may include a drug screen where permitted by law.
• Successful candidates shall be required to complete a verification form designated by the Department of Homeland Security United States Citizenship and Immigration Services that certifies eligibility for employment in the United States of America.
• All potential employees are required to pass a fingerprint review and may be required to pass a pre-employment physical examination prior to appointment.
• Employees are required to successfully complete all background / reference checks, knowledge examinations, as well as aptitude tests necessary to obtain an OIAA employee badge at ONT.
• The provisions of this bulletin do not constitute a contract expressed or implied and any provisions contained in this posting may be modified or revoked without notice.
• If applicable, official college transcripts may be required prior to receiving an offer of employment.