PROGRAM SPECIALIST

About the role

The Customer Experience Section supports the Deputy Commissioner and Assistant Commissioner in providing best-in-class customer service to travelers at the airports' information desks. This position oversees various customer service projects and manages the financial management system for the division.

Responsibilities

• Manage contractors to provide best-in-class customer service to travelers at the airports’ information desks
• Check on the information desks to ensure all current information is displayed
• Cookordinate and manage surveys to improve the passenger experience across both airports
• Create reports and metrics to support operations within the Department
• Oversee line-level managerial staff to complete various customer service projects
• Average 5,000 pieces of communication annually in managing the customer correspondence inbox
• Implement airport training programs for the division
• Manage the financial management system for the division
• Procure expenses, manage the section’s budget, update on yearly spend

Requirements

• Seven (7) years of program administration work experience, OR Graduation from an accredited college with an Associate’s degree in Public or Business Administration, Social Sciences, Planning or a directly related field, PLUS five (5) years of program administration work experience, OR Graduation from an accredited college or university with a Bachelor's degree in Public or Business Administration, Social Sciences, Planning or a directly related field, PLUS three (3) years of program administration work experience, OR Graduation from an accredited college or university with a Master’s degree or higher in Public or Business Administration, Social Sciences, Planning or a directly related field, PLUS two (2) years of program administration work experience

Qualifications

• Minimum qualifications include a combination of education and experience that provides the knowledge, skills, and abilities necessary to perform the essential functions of the job.

Skills

• Strong organizational and administrative skills
• Excellent communication and interpersonal skills
• Ability to manage multiple tasks and projects simultaneously
• Proficiency in Microsoft Office Suite

Benefits

Details on benefits can be found on the City of Chicago's benefits website at: https://www.chicago.gov/city/en/depts/fin/benefits-office.html

Pay

$69,684; Grade: BX-15

Schedule

Monday - Friday, 8:30 am – 4:30 pm