Airport Services Representative I

Salary: $18.14 - $20.43 Hourly
Location : 3700 North Terminal Road
Job Type: Full Time
Job Number: 32861
Department: Houston Airport System
Opening Date: 12/12/2023
Closing Date: 12/25/2023 11:59 PM Central
POSITION OVERVIEW
Applications will be accepted from: ALL PERSONS INTERESTED
Division/ Section: George Bush Intercontinental Airport / Terminal Management - Customer Services
Workdays & Hours: Shift work, including rotation, weekends, and holidays (subject to change).
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The mission of the Customer Service Team is to firmly establish the airport as a 5-Star organization by engaging talented airport professionals who embrace the core values of the Houston Airport System. Ensures a friendly, safe, and efficient operating environment by maintaining strict compliance with federal, state and local government regulations while providing the highest levels of customer service for all passengers, visitors, tenants and employees through training, expertise and personal dedication. The purpose of the Customer Service section is to provide assistance to all customers processing through the Terminal process and manages all common use facilities with our primary focus of maintaining compliance with federal, state and local rules and regulations pertaining to the airport.
The purpose of the Airport Services Representative I position is to serve a wide scope of internal and external customers including, but not limited to the traveling public, airlines, commercial transportation providers, regulatory agencies, tenants, contractors, City departments and HAS cost centers. This role will demonstrate leadership, organization and communication while assisting and monitoring large banks of passengers through the airport. "Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."
The Airport Services Representative I duties will include but are not limited to:

• Facilitates International passenger's departures and arrivals through the Federal Inspection Services
• (FIS) in collaboration with Customs Border Protection (CBP) leadership and Stakeholders to exceed the department passenger processing goals.
• Uses multilingual skills, greets and assists international and domestic visitors and dignitaries such as presidents of foreign countries, consul representatives, international officials, and local, state and federal government representatives.
• Promotes collaboration and values passenger, business partner and team member input to improve the overall international passenger processing experience and make the passengers happy.
• Responsible for all aspects of the customer experience including information booth coverage and lost and found to seek solutions and corrective actions to ensure the airport is five-star quality.
• Inspect and report facility irregularities to ensure opening day fresh.
• Promotes a safe, secure and healthy environment for internal and external customers through the Safety Management System (SMS) program.
• Comply with departmental policies, procedures and enforces regulatory compliance relative to operational activities.
• Supports the International Services Departmental fiscal year budget goals.
• Support special events, facilitation of dignitaries and VIP

WORKING CONDITIONS
The position routinely requires lifting of moderately heavy items, such as barricades, construction cones or equipment (up to 50 pounds) and/or very long periods of walking on rough surfaces on a routine basis. There are routine discomforts from exposure to moderate heat, cold, moisture/wetness and unpleasant air conditions. The position may involve routine exposure to soiled materials and light chemical substances such as paints and cleaning solutions. Requires the ability to make coordinated eye/hand movements within fairly fine tolerance and/or calibration demands; or the ability to make closely coordinated eye/ hand movements on a patterned response space within moderate tolerance demands.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS
One year of experience in a customer service or hospitality environment is required.
An Associate's or Bachelor's degree in Hospitality Management, Aviation Management, Business or a closely related field may be substituted for the education and experience requirements.
LICENSE REQUIREMENTS
Requires a valid Class C Texas driver's license and compliance with the City of Houston's policy on driving (AP 2-2).
PREFERENCES
****Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.****
Preference will be given to applicants with the ability to read, write, speak, and translate English and foreign language to answer customer inquiries and review documents. Operational experience in an airport environment, strong communication and analytical skills, and a passion for customer service. Ability to look at deficiencies within the operation and come up with creative solutions to challenges. An in depth understanding of airports and passengers' needs. Ability to communicate effectively and establish and maintain cooperative relationships with airport partners, peers, City and HAS officials and general public.
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED
The selection process will involve application review and/or interview. Department may administer skills assessment test.
SAFETY IMPACT POSITION
YES - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
Pay Grade 13
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at:
To view your detailed application status, please log-in to your online profile by
visiting: or call (281-233-1842).
If you need special services or accommodations, call (281-233-1842). (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please
visit: https://
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.
Benefits include:
• Medical
• Dental
• Vision
• Wellness
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 10 city holidays, plus one floating holiday
• Flexible schedules
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Healthcare Flexible Spending Account
For plan details, visit
01
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

• Yes
• No

02
Are you a Houston Airport System employee?

• Yes
• No

03
Do you have a valid/current driver's license

• Yes
• No
• My license is presently restricted, suspended or revoked

04
What is the highest level of education you have completed?

• Less than High School Diploma/GED
• High School Diploma/GED
• Associate Degree
• Bachelor's Degree or beyond

05
How many verifiable years of experience using bilingual or multilingual skills in a customer service environment do you possess?

• Less than 1 year
• 1 to less than 4 years
• 4 to less than 7 years
• 7 years or more
• No experience

06
How many verifiable years of experience in a customer service or hospitality environment do you obtain?

• Less than 1 year
• 1 to less than 4 years
• 4 to less than 7 years
• 7 years or more
• No experience

07
Please describe in detail a difficult customer service issue, explain the issue and how you resolved the issue. ("See Resume" is not acceptable, if no experience please insert N/A).
08
Please indicate the degree concentration you obtain ("See Resume" is not acceptable, if statement does not apply, please insert N/A)
09
Briefly describe your customer service work experience as it relates to this position. ("See Resume" is not acceptable, if no experience please insert "N/A")
10
Please indicate languages other than English in which you are fluent (Reading, Writing, and/or Speaking). Check all that apply.

• Spanish
• French
• Arabic
• Turkish
• Vietnamese
• Korean
• Russian
• German
• Portuguese
• Japanese
• Amharic (Ethiopia)
• Chinese (Mandarin)
• Farsi
• Other
• No other language

Required Question