Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for
Full Details :
Company Name : Metropolitan Washington Airports Authority
Location : Dulles, VA
Position : Customer Service Program Manager
Job Description : Please Note: All job announcements close at 11:59 p.m. of the day before the posted closing date.
As a Customer Service Program Manager (IAD), you will provide customer service program management oversight at Washington Dulles International Airport (IAD).
Customer Service Program Manager (IAD)
Serves at Washington Dulles International Airport (IAD).
Personally, and through the Airport Ambassador Program Supervisor and subordinate Airport Ambassador staff, provides key program management support regarding customer service, airport appearance, and other key areas related to the customer’s overall airport experience. Performs related functions.
GENERAL RESPONSIBILITIES
Develops, implements, and improves the airport’s customer service policies, standards, and procedures.
Drafts customer service initiatives and leads implementation of approved initiatives.
Coordinates with key personnel to improve customer service orientation and training.
Monitors customer service performance.
Manages and administers the airport’s ‘Going the Extra Mile (GEM)’ employee recognition program.
Coordinates responses to individual and programmatic customer service issues.
Keeps current on customer service issues and developments in within the airport industry.
Provides oversight to the Airport Ambassador Program.
Serves as Contracting Officer’s Technical Representative (COTR) for the Airport Guest Information Services contract. May serve as COTR for other customer service related functions, as well as a panel member for contracts that directly impact customer experiences.
Analyzes airport designs and changes from the perspective of the customer and the customer experience and makes recommendations.
Manages committees on airport appearance and signage.
Conducts inspections of facilities to identify changes to be made; oversees and coordinates necessary changes.
Ensures airport publications are up-to-date and provide value to customers. Writes or edits promotional articles for in-house or outside publications.
Ensures airport website customer content is update; acts as an editor/publisher of content.
Works collaboratively with Revenue/Marketing Department’s Social Media team regarding content on Airports Authority social media platforms (including Facebook, Twitter, Instagram, YouTube and Snap Chat).
Serves as a key panel member for the Airports Authority Call Center contract and edits Call Center content.
Provides written correspondence to customer comments that are received electronically or through traditional mail.
Assists in ensuring the airport information line is up-to-date.
Coordinates and documents airport community relations, cultural programs, and media, special events, and activities.
Participates in industry trades groups focusing on the airport customer experience
Maintains a broad awareness of airport interests and activities.
Prepares written reports or staff studies.
Oversees and manages customer amenities such as Nursing Rooms and Kid’s Play Areas, including supervising the design, fabrication and installation of these amenities.
Develops relationships with airport stakeholders, including TSA, CBP, Airlines and other airport employee groups.
Serve as a member of the Airport Operations Emergency Response Family Assistance Team.
Performs other duties as assigned.
QUALIFICATIONS
Six years of progressively responsible experience in customer service or program management.
Ability to communicate with customers through a variety of methods (phone, email, letter, and face-to-face) in order to improve the customer’s experience.
Ability to develop effective relationships with customers and key stakeholders to achieve desired results.
Knowledge of and ability to apply customer service principles and techniques to develop and oversee customer service programs and initiatives.
Ability to assist with customer service training.
Knowledge of supervisory principles and ability to manage the operations and programs of the unit/team.
Ability to speak and write effectively.
Ability to analyze data and information and make recommendations.
Skill in using a computer and office suite software.
PREFERRED QUALIFICATIONS
Experience working at an airport or thorough understanding of airport operations.
Experience providing customer service at an airport or airline.
EDUCATION
A Bachelor’s Degree in any field.
CERTIFICATIONS AND LICENSES REQUIRED
A state driver’s license in good standing.
NECESSARY SPECIAL FACTORS
Work is typically reviewed in progress and upon completion for quantity, quality, timeliness, teamwork, customer service, and other factors.
Is subject to hold-over and recall on a 24-hour basis for essential services and emergencies such as snow removal.
#WP
A background security investigation will be required for all new hires.
Metropolitan Washington Airports Authority is an Equal Opportunity Employer.
This post is listed Under Virginia jobs
Disclaimer : Localpublic.in works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company