Customer Service Coordinator (Administrative Officer Ii)

Open Recruitment

Position Specific Recruitment

This is a position-specific recruitment, open to anyone who meets the minimum qualifications and selective qualifications listed below. The resulting list of eligible candidates will be used to fill this position or function only. You will need to reapply for any future recruitment conducted for this job classification.

The Maryland Aviation Administration (MAA) is the owner & operator of both BWI Thurgood Marshall and Martin State Airports, serving over 27 million passengers annually.
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The MAA is currently accepting applications for the position of Customer Service Coordinator (Administrative Officer II)within the Office of Customer Experience at the Baltimore/Washington International Thurgood Marshall Airport (BWI Marshall Airport).

Responsibilities include but are not limited to the following:

• Managing the BWI Marshall Robotic Customer Assistant Program.
• Managing the Performing Arts Terminal Musicians Program.
• Managing MAA’s Customer Service Representative support program.
• Working with outside vendors to support the MAA’s customer call service contracts.
• Responding to Customer Service calls and email inquiries.

This position is located at BWI Marshall Airport in Anne Arundel County, MD

Qualifications

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Two years of experience in administrative or professional work. *This experience must have included at least one year managing programs, projects, or initiatives, in a Customer Service-oriented environment.

• This statement contains a Selective Qualification, which is more focused in scope than the Minimum Qualifications for this classification. Selective Qualifications are utilized when the position requires specific or additional bona fide occupational qualifications (i.e., knowledge, skills, or abilities).

The ideal candidate will have:

• Experience with graphic design software such as Canva or Publisher
• Strong written and verbal communication skills
• Ability to work in a fast fast-paced environment
• Proficiency in Microsoft Office Suite software such as Word, Excel, and PowerPoint

Notes:

1. Candidates may substitute education at an accredited college or university at the rate of 30 credit hours for each year of the required experience.
2. Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.

Licenses & Certifications

Employees in this classification may be assigned duties that require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the state of Maryland.