Dallas Fort Worth International Airport (DFW) ยท 1 day ago
Customer Support Team Leader
DFW Metroplex
Full-time
Onsite
Entry, Mid Level
2+ years expDallas Fort Worth International Airport (DFW) is one of the most successful airports in the world, recognized for its innovation and excellence. They are seeking a Customer Support Team Leader to oversee daily operations of the Customer Support Center, ensuring quality service and efficient traffic management while coaching and guiding the team.
Airlines/Aviation
Responsibilities
Supervises, coaches and provides guidance to Communication Specialists regarding routine daily operational issues of the Customer Support Center and license plate correction responsibilities
Ensures quality customer service and care by ensuring an engaged team through coaching and motivation. Documents sessions and instances of both extraordinary and less than acceptable performance
Directly involved in compilation of information and completion of employee performance reviews
Assigns employees to work stations to ensure adequate coverage for efficient movement of traffic; schedules and coordinates staff breaks
Manages call volumes and applies proper telephone etiquette to resolve escalated requests/calls. Stocks and maintains adequate level of supplies within the Customer Support Center
Replenishes tickets in issuing devices and performs first echelon maintenance of parking equipment and gates. Coordinates lane closures when needed for maintenance activities
Ensures quality customer service and care by responding to customer issues, requests and complaints; resolves complaints to customer satisfaction within Board operating procedures or refers to Team Supervisor for resolution
Provides first-line decisions on exceptions to standard operating procedures within delegated limits, including class changes
Performs duties of other Parking positions as needed
Performs related duties such as ensuring appropriate signage and message content for the control plaza and Remote product lanes. Prepares and maintains a variety of reports and logs
Monitors all system lanes to ensure efficient traffic movement
Assist trainer in new hire training programs
Keeps Team Supervisor apprised of changing conditions related to staffing, traffic conditions, Parking Control System (PCS) equipment, gates, and exception transactions
Communicates extensively via intercom, telephone and in person
Assist the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues. Notifies the Environmental Affairs Department of any observation that may have an environmental impact
Qualification
Required
Completion of high school curriculum or equivalent
Two (2) years of experience in customer service
One (1) year experience in communication/call center type environment
Possession of a valid Class C driver's license
Ability to successfully complete a certified communications course within one year of hiring into this position
Knowledge of and ability to use miscellaneous computer software including Microsoft Outlook, Excel and Word
Working knowledge of systems and technology commonly associated with communication center environment such as parking control systems, CCTV, telephone/paging, intercom systems, maintenance management, access control and other similar systems
Ability to maintain effective and harmonious working relationships
Ability to hold individuals responsible for outcomes
Ability to provide frequent and appropriate feedback to employees to encourage maximum team and individual performance
Ability to evaluate the expected outcomes of potential solutions and use appropriate strategies for reaching decisions
Ability to resolve patron complaints tactfully and firmly
Ability to recommend and implement improvements to processes and procedures
Ability to determine when it is appropriate to make decisions independently
Ability to manage multiple assignments/tasks simultaneously successfully
Ability to operate modern office equipment such as personal computer, calculator, copier, etc
Ability to prepare and maintain reports with accuracy
Ability to consider complexities and relationships of other issues affecting the problem
Ability to speak clearly and succinctly, using proper grammar in person, by two-way radio and on the telephone
Ability to work rotating and flexible hours and shift assignments and to report to work on short notice
Ability to coordinate the work of others
Preferred
Knowledge of Parking Operations policies and procedures
Company
Dallas Fort Worth International Airport (DFW)
DFW Airport, the 2022 Airport Service Quality (ASQ) winner for Best Airport that serves over 40 million passengers in North America by Airports Council International (ACI), warmly welcomes more than 72.2 million customers along their journey every year, making DFW one of the most frequently visited superhub airports in the world.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Sean Donohue
CEO
HR at Dallas Love Field
Aviation Partner
Company data provided by crunchbase