Customer Service Representative I, (A263635-2), 202, Airport Security

Provides customer service by answering phones and assisting with resolving customer issues. Tracks customer calls and resolutions into database, coordinates schedules and appointments, and relays messages between departments as needed.

This position is responsible for receiving and processing calls for services and for dispatching appropriate department personnel in response. Monitors the airport facilities/grounds, closed circuit television (CCTV), and alarm notifications; completes and files incident reports if the need is identified. Reports inappropriate activities and ensures compliance with applicable City, State, and Federal policies regarding airport safety and security.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Must pass Federal Background Check performed by the airport upon hire as a condition of continues employment.
• Answers emergency and non-emergency calls and dispatch appropriate personnel.
• Determines the nature of the emergency then dispatch the appropriate personnel to assist the caller.
• Monitors radio and maintains contact with all units on assignment; monitors safety status, locations, and dispatch personnel/equipment to the scene of emergency.
• Dispatches proper services to emergency situations, control situations through communication, and checks through access databases for identification of individual.
• Operates computers, fax machines, copiers, printers, Mass Notification applications, etc.
• Obtains, verifies and records all necessary information from the caller and provide Airport Police instructions as needed.
• Follows all establish procedures to ensure security of sensitive information.
• Determines response requirements and relative priorities of situations, and dispatch units in accordance with establish procedures.
• Provides information regarding department's policies, City ordinances, and applicable federal regulation.
• Assists with office duties, assisting citizens with lost and found items and completing an assortment of forms.
• Maintains, updates, and files all pertinent logs, and other records and documents daily. 
• Resolves customers complaints accordingly.
• Tracks complaints and ensures that they are handled properly.
• Provides counter and telephone service to the general public; answers questions and explains airport access media related issues; and furnishes applicant with information concerning airport access media operations or regulations, legal requirements, and rights, privileges and responsibilities.
• Monitors closed circuit television.
• Communicates and documents all telecommunications.
• Responds to security alarms.
• Assists in maintaining good communication between staff, visitors, and other business contacts.
• Deals professionally with people experiencing all levels of emotions.
• Must follow all rules of telephone courtesy in all telephone communications.
• Work in close proximity with others.
• Work holidays, long or irregular working hours, shift work including weekends.
• Will be required to drive a City vehicle for City business use.
• Performs other duties as assigned.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Knowledge of business English, spelling, and arithmetic.
• Knowledge of telephone and radio operating requirements, techniques, and etiquette.
• Knowledge of relevant federal and state law and local ordinances.
• Knowledge of City ordinances, protocols, and policies.
• Knowledge of City services and departments.
• Knowledge of basic arithmetic.
• Knowledge of English grammar, spelling, and punctuation.
• Knowledge of relevant federal and state law and local ordinances.
• Knowledge of City ordinance, protocols, and policies. 
• Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400 or FIS.

Skills and Abilities:

• Skill in planning, organization, and time management. 
• Skill in performing a variety of duties, often changing from one task to another of a different nature.
• Skill in critical thinking and logical reasoning.
• Skill in customer service delivery.
• Skills and speed in the operation of radio and telephone equipment.
• Ability to build and maintain effective working relationships with others.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to take and follow directions from supervisor.
• Ability to give directions to and gain compliance from assigned staff.
• Ability to perform strenuous work and routine work.
• Ability to project a positive and professional image of the City of Laredo.
• Ability to effectively communicate both orally and in writing in the English language and orally in the Spanish language.
• Ability to comply with all City of Laredo's policies and procedures.
• Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of this position.
• Ability to speak with a clear, well-modulated voice in the English and Spanish language.
• Ability to use a computer keyboard, type a minimum of 40 WPM, maintain, update manual/electronic files and record systems.
• Ability to learn the geography and operating procedures of the Laredo International Airport. 
• Ability to make quick and accurate decisions.
• Ability to dearly and effectively communicate orally during crisis situations.
• Ability to learn how to operate radio communications and electronic equipment.
• Ability to work under stressful circumstances and direct work of others. 
  Ability to recognize the importance of calls and prioritizes those calls based on the emergency dispatch to officers.
• Ability to maintain clerical records and to prepare reports.
• Ability to maintain good planning and organizational skills.
• Ability to deal courteously and diplomatically with the public.
• Ability to use computer hardware, various software programs and technologies, including word processing and Excel spreadsheet programs.
• Ability to work under stressful circumstances and direct work of others. 
• Ability to recognize the importance of calls and prioritizes those calls based on the emergency dispatch to officers. 
• Ability to maintain harmonious and effective working relationships with other employees and respond to general public complaints.
• Ability to multi-tasking
• Ability to work closely with others or alone, working with protective devices, working long or irregular hours; working shift and/ or weekends,
• Ability in planning, organizing, analyzing, decision making, and problem solving.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDS

Physical Effort Requirements Position will have the following exposures

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
• Occasional exposure to unpleasant environmental conditions and/or hazards.        Occasional outside work.
• Frequent exposure to unpleasant environmental conditions and/or hazards. Majority of work performed outside or with exposure to risk.
• Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Work Environment Locations Position will require the employee to work in the following types of work environments
 
 Never

• Construction site
• Confined space 

Seldom

• Street environment (near moving traffic)
• Warehouse environment

Sometimes

• Outdoor environment
• Vehicles

Often

• Office or similar indoor environment

Exposures Position will require the employee to be exposed to the following environmental elements

Seldom

• Individuals who are hostile or irate
• Individuals with known violent backgrounds
• Extreme cold (below 32 degrees)
• Extreme heat (above 100 degrees)
• Communicable diseases
• Moving mechanical parts
• Fumes or airborne particles
• Toxic or caustic chemicals or substances

Sometimes

• ILoud noises (85+ decibels such as heavy trucks, jack hammers, construction)

Travel Position will require the employee to travel

Never:

• National travel
• International travel

Seldom:

• Regional travel

Sometimes:

• Local travel

Required Education and Experience

• High School diploma or G.E.D. equivalency.
• At least one (1) year of experience in customer service, clerical, or administrative support.

Required Licenses or Certifications

•  Valid Texas Driver License. If applicant holds an out-of-state license, a State of Texas Driver License must be obtained within 6 months of employment.

As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment.

Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.

Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.

A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.

City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.