TITLE: HVN - Customer Service Specialist
REPORTS TO: Terminal Operations Manager
LOCATION: New Haven, Connecticut
AIRPORT: Tweed-New Haven Airport (HVN)
ORGANIZATIONAL OVERVIEW Avports HVN, Tweed New Haven Airport Authority and The New HVN have formed a unique comprehensive public private partnership to develop, build, finance, maintain and operate the Tweed New Haven Airport. The New HVN will improve infrastructure, prioritize safety and security, evolve the passenger experience, strive to exceed guest and neighbor expectations, deliver economic benefits to the region, and focus on sustainability and environmental impacts as our commitment to a better future at HVN.
POSITION SUMMARY The Customer Service Specialist will play a critical role in enhancing the overall customer experience within our airport terminals. This role involves providing exceptional service to passengers by assisting with inquiries, guiding them through the terminal process, and ensuring a smooth and pleasant journey. The ideal candidate will be proactive in identifying customer needs, resolving concerns efficiently, and offering accurate information regarding flight schedules, security protocols, baggage handling, and other services.
Key responsibilities include monitoring passenger flow, offering support during delays or disruptions, managing the terminal's lost and found program, and maintaining a welcoming environment. As the face of our airport, the Customer Service Specialist is essential in upholding high standards of customer satisfaction, safety, and communication. Strong interpersonal skills, a problem-solving mindset, and the ability to remain calm under pressure are essential for success in this role.
This position may require working flexible hours, including weekends and holidays, to meet the operational needs of the airport.
DESCRIPTION OF DUTIES / ESSENTIAL JOB FUNCTIONS - Greet passengers and assist with check-in, boarding, and terminal navigation.
- Respond to customer inquiries regarding flight status, gate changes, and airport services.
- Resolve customer issues and complaints promptly and professionally, escalating issues to the appropriate parties when necessary.
- Provide clear information on security procedures relating to the passenger screening checkpoint.
- Coordinate with airline staff and security personnel to ensure smooth passenger flow.
- Monitor terminal occupancy levels, helping alleviate congestion in busy areas and ensuring compliance with public safety requirements.
- Support passengers during delays, cancellations, or disruptions.
- Participate in HVN's Hidden Disabilities Program and assist with unaccompanied minors.
- Handle lost and found items, helping customers locate misplaced belongings.
- Ensure the terminal environment is welcoming and assist with maintaining cleanliness and organization of customer areas.
- Foster a positive and safe customer experience, adhering to all airport regulations.
- Conduct regular walkthroughs of the terminal to proactively assist passengers and identify potential issues, generating facility work orders, and performing regular security inspections as needed.
- Respond to security door alarms and other security-related events.
- Assist in emergency situations, guiding passengers to safe locations and providing information as directed by airport management.
- Communicate and coordinate with third-party service providers as needed.
- Assist in the collection of customer satisfaction survey data.
- May assist with passenger traffic control functions.
- All other duties as assigned by airport management.
COMPENSATION Starting wage at $20.00 per hour. Avports offers a generous benefits package to all full-time employees.
PROFESSIONAL EXPERIENCE & QUALIFICATIONS - The preferred candidate will have a minimum of one (1) year of experience in airport operations or security related field, or an associate's degree or greater from an accredited school.
- Proven experience in customer service, preferably in an airport, hospitality, or transportation setting.
- Strong verbal communication and interpersonal skills, with the ability to engage and assist a diverse range of passengers.
- Ability to handle complex inquiries, comply with airline regulations, and remain calm and composed in high-pressure situations.
- Problem-solving skills with the capacity to handle complaints, conflicts, or complex inquiries efficiently.
- Familiarity with airport operations, security procedures, and airline regulations is preferred.
- Basic computer skills required.
- Ability to stand or walk for extended periods and assist passengers with luggage or mobility needs.
- Multilingual skills are a plus.
- Strong attention to detail and a commitment to providing high-quality customer service.
- Must be able to pass and maintain security clearance requirements and all required drug testing.
- Possession of a valid driver's license.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle to feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and smell. The employee is occasionally required to sit. The employee must regularly lift and/or move more than fifty (50) pounds. Specific vision abilities required by this job include vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
EEO DFWP