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 a database, coordinates schedules and appointments, and relays messages between departments as needed.

About the Role

This position is responsible for receiving and processing calls for services and dispatching appropriate department personnel. Monitors airport facilities, grounds, closed-circuit television (CCTV), and alarm notifications; completes and files incident reports as needed. Ensures compliance with applicable City, State, and Federal policies regarding airport safety and security.

Responsibilities

• Answer emergency and non-emergency calls and dispatch appropriate personnel.
• Determine the nature of emergencies and dispatch personnel to assist callers.
• Monitor radio communications, maintain contact with all units on assignment, and dispatch personnel/equipment to emergency scenes.
• Operate computers, fax machines, copiers, printers, and Mass Notification applications.
• Obtain, verify, and record necessary information from callers and provide instructions as needed.
• Follow established procedures to ensure security of sensitive information.
• Determine response requirements and dispatch units according to established procedures.
• Provide information regarding department policies, City ordinances, and federal regulations.
• Assist with office duties, including handling lost and found items and completing forms.
• Maintain, update, and file logs, records, and documents daily.
• Resolve customer complaints and track their proper handling.
• Provide counter and telephone service to the public, answering questions about airport access and regulations.
• Monitor closed-circuit television and respond to security alarms.
• Communicate and document all telecommunications.
• Assist in maintaining communication between staff, visitors, and business contacts.
• Perform other duties as assigned, including driving a City vehicle for business use.

Requirements

• High School diploma or G.E.D. equivalency.
• At least one (1) year of experience in customer service, clerical, or administrative support.
• Valid Texas Driver License (or ability to obtain one within 6 months of employment).
• Must pass a Federal Background Check performed by the airport upon hire as a condition of continued employment.
• Ability to work holidays, long or irregular hours, shift work, and weekends.
• Ability to work in close proximity with others and deal professionally with people experiencing various emotions.
• Must follow all rules of telephone courtesy in communications.

Skills

• Knowledge of business English, spelling, and arithmetic.
• Knowledge of telephone and radio operating requirements, techniques, and etiquette.
• Knowledge of relevant federal, state, and local laws, ordinances, and policies.
• Knowledge of City services and departments.
• Skill in planning, organization, and time management.
• Skill in performing a variety of duties, often changing tasks.
• Skill in critical thinking and logical reasoning.
• Skill in customer service delivery.
• Ability to operate radio and telephone equipment efficiently.
• Ability to build and maintain effective working relationships.
• Ability to communicate clearly and effectively both orally and in writing in English and Spanish.
• Ability to take and follow directions from supervisors.
• Ability to project a positive and professional image.
• Ability to type a minimum of 40 WPM and use a computer keyboard.
• Ability to learn the geography and operating procedures of Laredo International Airport.
• Ability to make quick and accurate decisions, especially during crisis situations.
• Ability to maintain clerical records and prepare reports.
• Ability to use computer hardware, software programs, and technologies (e.g., Microsoft Office, AS400, or FIS).
• Ability to work under stressful circumstances and direct the work of others.
• Ability to prioritize calls based on emergency dispatch needs.
• Ability to maintain harmonious and effective working relationships.
• Ability to multitask and work closely with others or alone.

Work Environment & Physical Demands

• Primarily works in an office or similar indoor environment, relatively free from unpleasant conditions or hazards.
• Occasional exposure to unpleasant environmental conditions, including outdoor work.
• Frequent exposure to loud noises (e.g., heavy trucks, construction).
• Occasional exposure to hostile or irate individuals, extreme temperatures, communicable diseases, or toxic substances.
• Sedentary work involving sitting most of the time, with occasional lifting of up to 10 pounds.
• Ability to maintain good health and physical condition sufficient for full performance of duties.
• Ability to speak with a clear, well-modulated voice in both English and Spanish.