Customer Solutions Coordinator - AIOC - SFO (1304)
Customer Solutions Coordinator - AIOC - SFO (1304)
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1 Vacancy
Job Description
The Airport Integrated Operations Center (AIOC) will be SFOs 24/7 guest centric nerve center with end-to-end visibility through a common operating picture. The AIOC will be staffed with skilled teams and decision makers that set the Daily Operations Plan mitigate pain points and share information to promote healthy airport operations. The AIOC will be more than a room with innovative technology and skilled operators; it is a mindset that drives our day-to-day operation to create a seamless and responsive travel experience for everyone. The AIOC will create an extraordinary guest experience through centralized operational control - enabling informed data-driven decisions and managing all reported issues with care while working in collaboration to provide a safe secure and seamless guest experience.
Under direction from the Customer Solutions Supervisor the Customer Solutions Coordinator will serve as the first contact for all external and internal SFO stakeholders who contact the AIOC with questions operational issue reports or other related items. The Customer Solutions Coordinator will provide excellent customer service while receiving logging and resolving requests reports and questions for the AIOC. The Customer Solutions Coordinator will also coordinate across AIOC and SFO teams to answer customer queries share and resolve complaints with relevant personnel and escalate reports of operational issues with the goal of enhancing the customer experience of all SFO passengers and guests.
As a member of the AIOC the Customer Solutions Coordinator expected to work collaboratively with all AIOC personnel in addition to other SFO team members to monitor and manage operations solve problems make decisions generate innovative ideas and share information across SFO teams and stakeholders.
Essential functions and duties include:
- Answer screen and resolve incoming AIOC telephone calls or other forms of communication as appropriate; collaborate with AIOC personnel as needed to work issues through to resolution.
- Address and resolve questions complaints compliments and suggestions received via online channels in a courteous and timely manner by using available resources and thinking creatively to identify effective solutions within established guidelines.
- Provide excellent customer service to all individuals who contact the AIOC including passengers airlines airport partners SFO employees and the media.
- Maintain situational awareness across the airport operation to appropriately address the needs of all people who contact the AIOC by accessing information electronically and/or interpersonally in the AIOC.
- Elevate customer issues to the correct positions within the AIOC such as AIOC and SFO Leadership including the Current Operations Team Leader and SFO Customer Care team by understanding when enhanced expertise is needed.
- Input work requests into the work order system to resolve customer issues as needed and requested.
- Complete customer intakes and log their issues into appropriate software with details of their questions/requests and the assistance you provided providing a resolution when appropriate
- Inform dispatch and deployment personnel when field teams are needed to respond to operational events.
- Coordinate with appropriate resources to answer or direct customer questions to resources who can answer in multiple languages.
- Provide accurate clear and timely information to the public and appropriate SFO personnel in emergency situations as necessary.
- Operate and monitor the paging system to relay important messages coordinate assistance and enhance the customer experience.
- Actively tracking social media engagement by identifying concerns and guiding discussions offline to provide personalized support.
- Perform other functions outlined in the 1304 Customer Service Representative job classification.
Qualifications :
Experience:
Any combination equivalent to experience and training that would provide the required knowledge skills and abilities would be qualifying. A typical way to obtain the knowledge skills and abilities would be: Successful completion of the 1302 Customer Service Representative Trainee program.
Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.
Desirable Qualification:
- Knowledge of SFOs unique operating characteristics.
- Experience working in a customer service-focused role in an airport transportation hub or hospitality environment.
- Ability and skill to understand and speak and write English clearly and quickly; ability to speak and write a language in addition to English.
- Ability to work courteously tactfully and effectively with the public SFO and AIOC personnel.
- Ability to apply de-escalation techniques when providing customer service over the phone.
- Ability to type 35 net words per minute.
Any stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.
Verification
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.
Note: Falsifying ones education training or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.
All work experience education training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.
Resumes will not be accepted in lieu of a completed City and County of San Francisco application. Applications completed improperly may be cause for ineligibility disqualification or may lead to lower scores.
Applicants will receive a confirmation email from that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.
Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.
Selection Procedures:
After application submission candidates deemed qualified must complete all subsequent steps to advance in this selection process which includes the following:
The selection process will include evaluation of applications in relation to minimum requirements. Applicants meeting the minimum qualifications are not guaranteed advancement to interview. Depending on the number of applicants the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates. If this becomes necessary only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview.
Notes: Applicants who meet the minimum qualifications are not guaranteed advancement through all of the steps in the selection procedure.
Transportation Security Administration (TSA) Security Clearance: Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check including FBI fingerprints and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1 every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.
Additional Information :
Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement including requirements time periods and other particulars except when superseded by federal state or local laws rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at Information Regarding Employment with the City and County of San Francisco:
- Information About the Hiring Process
- Conviction History
- Employee Benefits Overview
- Equal Employment Opportunity
- Disaster Service Worker
- ADA Accommodation
- Right to Work
- Copies of Application Documents
- Diversity Statement
HOW TO APPLY
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit begin the application process.
Select the Im Interested button and follow instructions on the screen
Applicants may be contacted by email about this recruitment and therefore it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking applicants should set up their email to accept CCSF mail from the following addresses (@ @ @ @ @ @ @ @ @ @ @ @ @ @ and @).
Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.
HR Information: If you have any questions regarding this recruitment or application process please contact Senior People Projects Business Partner Carol Wong at
The City and County of San Francisco encourages women minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex race age religion color national origin ancestry physical disability mental disability medical condition (associated with cancer a history of cancer or genetic characteristics) HIV/AIDS status genetic information marital status sexual orientation gender gender identity gender expression military and veteran status or other protected category under the law.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
