Ground Transportation Agent

The Position The primary objectives for a Ground Transportation Agent I are customer service and property/service condition inspections. A Ground Transportation Agent assists the airport community and general public in locating the desired method of transportation while ensuring commercial transportation companies operate in accordance with established standards, rules, regulations and ordinances. Work is performed under moderate supervision with unusual situations referred to the landside manager or other designated representative.

The position requires inside and outside work with extended periods of standing, sitting, and/or walking in all weather conditions. Employees may work a rotating and/or permanent shift. The duties require agent presence during all hours of flight arrival activity.

General Description Disseminates general Ground Transportation information to the public and transportation operators. Ensures the safe, convenient and efficient operation of services in terminal front, rental car and parking areas of the airport. Monitors all commercial vehicle operations and permitting which includes but is not limited to: taxis, limos, for-hire vehicles, TNCs and courtesy hotel or off-airport service providers.

Collects applicable fees from Ground Transportation operators. Issues access media and programs it for billing as needed. Processes and maintains daily operation logs.

Grants/monitors complimentary parking as authorized in Lee County Port Authority procedures. Reconciles operations logs and fees collected into the office for processing. Prepares documentation for monthly billing.

Assists with the enforcement of Lee County Port Authority Rules and Regulations as they relate to Ground Transportation. Performs routine and special inspections throughout the landside area and portions of the terminal, as well as on taxi/limos/shuttle buses for safety and contract compliance. Assists with the management and dispatching of On Demand taxicabs and ensures compliance with the Port Authority's Ground Transportation Policy and associated agreements.

Monitors commercial vehicle operations and parking areas, keeping designated operating areas clear of unauthorized vehicles. Monitors the concession operated parking lots and parking shuttle bus service. Monitors rental car operations and activities while ensuring the facility meets all Lee County Port Authority standards.

Maintains appropriate logs as they pertain to Ground Transportation or other landside activities. Keeps the Ground Transportation information booth clean and neat. Performs other related paperwork functions, assigned projects and inspections as required.

Assists with other terminal customer service responsibilities including but not limited to: lost and found, TSA line queuing, baggage handling system issues, IROPS, diversions, etc. Provide support to Operations & Safety team members and performs other duties as assigned. Minimum Requirements Knowledge, Skills and Abilities: Must possess the ability to communicate effectively with the general public, maintaining tact and good judgment while promoting exceptional customer service.

Must possess the ability to establish and maintain pleasant working relationships with the general public and employees at RSW. Must possess the ability to operate standard office equipment such as calculator, scanner, copy machine, facsimile machine, lamination machine, digital camera, telephone, personal computer, smart phone, and radio. Must possess the ability to operate a Segway personal transporter.

Must have and maintain an in-depth knowledge, understanding and familiarity with computer programs such as Microsoft Office Suite (Word, Excel, and PowerPoint) and Google products such as email, Google Docs and Google Sheets. Must possess the ability to follow written and oral instructions. Knowledge of basic math, business English, spelling, punctuation and ability to accurately conduct financial transactions is required.

Ability to prepare routine documents and compose grammatically accurate business correspondence is required. Ability to fully understand and implement airport rules and regulations pertaining to commercial Ground Transportation and airport parking, as well as department operating instructions, practices and procedures is required. Ability to explain established transportation rates, airport rules, regulations and routine information in a prompt and courteous manner to the public, as well as to those persons or companies who may violate the procedures is required.

Must display considerable poise, tact, patience and courtesy while interacting with the public. Ability to maintain composure during emergency situations and to convey information, sometimes under adverse conditions is required. Ability to research and present projects in a clear precise manner as may be assigned is required.

Familiarity with aviation and Ground Transportation related terminology is preferred. Ability to maintain complex computerized records and prepare periodic reports from such records is required. Must be capable of maintaining and updating both the insurance records and the database of commercial transportation providers.

Training and Experience: High School graduation/GED and two years customer service or commercial transpo1tation experience is required. Working experience or knowledge of airport Ground Transportation operations is desirable. Bilingual is desirable.

Knowledgeable or willing to learn the local area, e.g. tourism/attractions, hotels, roadways, county services, etc. Possession of a valid Florida driver's license is required.

Ability to pass the appropriate TSA security background check is required. EMERGENCY RESPONSE/RECOVERY ACTIVITIES Lee County Port Authority persom1el are designated by Tier levels and may be called upon to assist with an emergency or unforeseen event at any time. Employees may be called upon to fulfill duties that are outside their normal scope of work to assist in resuming airport operations and flight activities.