Customer Relations Assistant

THIS RECRUITMENT IS OPEN TO THE PUBLIC

This recruitment is open to the public and is being held to establish an open eligible list to fill current and future Customer Relation Assistant vacancies. The eligible list established from this recruitment may also be used to fill positions in similar and/or lower classifications throughout the County of Orange.

Ranked #1 in Customer Satisfaction among Large Airports in the J.D. Power 2024 and 2025 North America Airport Satisfaction Study John Wayne Airport (JWA) has been a major cornerstone of Orange County for more than 100 years. Located in beautiful Southern California we currently serve approximately 11.7 million annual passengers. We strive to provide a superior guest experience to ensure travel is convenient and stress-free. The County of Orange owns and operates the airport and the service area includes more than three million people within 34 cities and unincorporated areas of Orange County and beyond.

As a medium hub airport we have commercial flights to more than 40 nonstop destinations in the U.S. Mexico and Canada. Eleven commercial airlines and two air cargo airlines fly out of the Airport. It is home to nearly 500 general aviation (private non-commercial) aircraft representing 60% of total operations and includes two full-service fixed base operators and one limited use general aviation facility.

• Mission:ConnectingPeople Places and Opportunities.
• Vision:To be an airport of choice by creating exceptional experiences.
• Core Values: REACH
  • Respect
  • Environmental Stewardship
  • Accountability
  • Collaboration
  • Honesty

To learn more about working at John Wayne Airport clickhere.
To learn more about the County of Orange clickhere.

PUBLIC AFFAIRS DIVISION

Public Affairs is comprised of four units: Access and Noise Communications Customer Relations and Public Relations. It is responsible for all aspects of government media and community relations customer relations and communications at John Wayne Airport. Public Affairs staff is charged with responding to media and public inquiries; serving as front-line customer service agents; coordinating Ambassador and Tour Guide volunteer programs; planning and organizing museum-quality exhibitions; disbursing information via the Airport Web site; tracking local state and federal legislation; enforcing the Settlement Agreement educating the surrounding communities about access and noise issues and handling noise complaints.

The Customer Relations Assistant (CRA) will work in a fast-paced dynamic environment that requires a self-motivated and engaging person who will be a professional frontline representative of the Airport working both independently and as a productive member of a team. The CRA works in the Thomas F. Riley Terminal and provides customer service to airport guests year-round including weekends nights and holidays. The incumbent will succeed in this position by clearly understanding the departments goals thinking strategically about how best to advance them and supporting the Airports approach to providing a superior guest experience. The general job duties of the position will include but are not limited to the following:

• Information Dissemination

  • Provide accurate and up-to-date information on flight schedules gate numbers and airport services

  • Answer inquiries about airport facilities including lounges restrooms dining options shops and other airport amenities

  • Make terminal wide announcements over a public address system

  • Assist the traveling public in person by telephone via email the internet and other approved communication methods

  • Provide information about on-site and local transportation options such as taxis shuttles and public transit

  • Offer details about nearby hotels tourist attractions and services

  • Liaise with other airport departments airlines agencies and service providers to gather and relay information

  • Ensure a seamless flow of communication and coordination for passenger assistance

• Directional Assistance

  • Provide directions to various locations within the airport such as baggage claim check-in counters and security checkpoints

  • Assist passengers in navigating the airport efficiently

• Customer Assistance

  • Provide on-the-spot assistance to Airport guests

  • Assist passengers with special needs including those with disabilities older adults and individuals with hidden disabilities

  • Provide assistance to non-English speaking passengers by using available translation services or multilingual staff

  • Assist with services such as wheelchair requests unaccompanied minor assistance and baggage handling

  • Arrange for special accommodations or services as required

• Emergency Support

  • Assist passengers during emergencies such as medical situations lost children or evacuation procedures

  • Coordinate with airport security airport Operations and medical teams when necessary

• Lost and Found

  • Manage inquiries related to lost and found items

  • Assist passengers in reporting and recovering lost belongings

• Handling Complaints

  • Address passenger complaints and concerns

  • Escalate issues to the appropriate airport departments agencies or airline representatives when necessary

• Promotional Activities

  • Distribute promotional materials or information about airport events and services

  • Restock reorder and maintain travel and tourism literature and materials

  • Engage in activities and events that enhance the passenger experience

• General Administrative Duties

  • Maintain records of passenger contacts inquiries and feedback

  • Maintain logs record customer service data and update airport information files and records

  • Maintain current and detailed knowledge of airport facilities services and events

WORK HOURS

• This position is part-time (minimum of 20 hours per week)

• Selected candidates must be available to work various shifts (including days nights holidays and weekends) between 6 a.m. to 11 p.m.

DESIRABLE QUALIFICATIONS AND CORE COMPETENCIES

The ideal candidate will possess three (3) or more years of extensive customer service experience preferably in a fast-paced high-volume environment. Previous experience in the airline/hospitality/hotel/travel industry is highly desirable but not required.

In addition the successful candidate must also possess the following core competencies:

Technical Knowledge Office Experience

• Proficiency in current computer systems and programs as well as modern office practices and procedures and the operation of equipment
• Experience maintaining and managing pertinent information by creating documents spreadsheets and other related materials
• Experience utilizing Microsoft Windows Word Excel Outlook Access and PowerPoint
• Knowledge of administrative and clerical procedures and systems such as word processing managing files and records designing forms and other office procedures and terminology
• Knowledge of operating telephone systems including multi-line phones
• Ability to write clear accurate and concise emails reports and documentation using appropriate language and tone in all written communications

• Must have excellent verbal and written communication skills
• Ability to communicate clearly and effectively with passengers colleagues and other airport personnel
• Experienced in identifying issues and implementing solutions quickly and efficiently
• Strong critical thinking skills and the ability to make decisions under pressure
• Proven ability to work effectively as part of a team
• Experienced in collaborating with various departments and external partners to ensure seamless operations
• Ability to demonstrating the principles of writing and grammar including correct spelling and proper word usage punctuation and sentence structure
• Ability to exercise discretion and maintaining confidential and/or sensitive information as dictated by the assignment
• Bilingual skills are highly desirable
• Knowledge of principles and processes for providing customer and personal services in an airport/airline/hospitality/hotel/travel industry
• Anticipating and meeting customer needs in all situations
• Establishing productive and professional relationships with internal and external customers in a professional and courteous manner
• Consistently demonstrating a positive attitude and exhibiting a strong work ethic
• Proven ability to handle difficult situations and resolve customer complaints effectively
• Maintain a friendly approachable and welcoming expression to create positive interactions

MINIMUM QUALIFICATIONS

Click here to learn more about the minimum qualifications and the physical & mental requirements as well as the environmental & working conditions for theCustomer Relations Assistant.

Application Screening (Refer/Non-Refer)

Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those candidates that meet the qualifications as listed in the job bulletin will be referred to the next step.

Online Assessments (Weighted 100%)
Candidates whose applications reflect the most job-related experience and training will be invited to online assessments. Only the most qualified candidates will be referred to the next step.

Eligible ListScore Groups

Once all assessments have been completed HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

EMAIL NOTIFICATION
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account. Candidates will be notified regarding their status as the recruitment proceeds via email through the site. Please check your email folders including spam/junk folders and/or accept emails ending with and . If your email address should change please update your profile at .

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.

FREQUENTLY ASKED QUESTIONS
Click here for additional Frequently Asked Questions.

For specific information pertaining to this recruitment contact Michelle Bocicor at or .