POSITION OVERVIEW

Applications accepted from: All Persons Interested
Division/Section: Bush Intercontinental Airport / International Services
Workdays & Hours*: *Shift work, including rotation, weekends and holidays.
(*Subject to change)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Airport Service Representative II under the direct supervision of the International Services Supervisor, provides customer assistance using multilingual skills. Provide friendly, courteous service to traveling passengers by assisting with directions, information, and processing through the Federal Inspection Service (FIS) area to ensure convenient travel through the Houston Airports. Supports management with assigned tasks and performs coordination with airlines and Customs Border Protection (CBP). This role ensures operational excellence to all international arriving customers processing through the Federal Inspection 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. An Airport Service Representative II demonstrates leadership, organization and communication while assisting and monitoring large banks of passengers through the inspection area. “Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.”

The Airport Service Representative II duties will include but are not limited to:

• Supports the Supervisory team by assisting with scheduling and monitoring breaks.
• Coordinates with airlines and Customs Border Protection to ensure passengers process through Federal Inspection Services Primary inspection area in an expeditious manner.
• Facilitates International passenger’s departures and arrivals through the Federal Inspection Services (FIS) in collaboration with 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, report and schedule 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 VIPs.
• Performs other duties as assigned.

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. Requires the ability to make coordinated eye/hand movements within 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. 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.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS
Requires an associate degree, preferably in Hospitality Management, Aviation Management, Business or related fields. Directly related professional experience in airport operations or customer service above the required years of experience may be substituted for the above education requirement on a year-for-year basis.

EXPERIENCE REQUIREMENTS
Two years of experience in a customer service or hospitality environment are required. Substitution: A bachelor’s degree in hospitality management, Aviation Management, Business, or a closely related field may be substituted for the education and experience requirements.

DESIRED QUALIFICATIONS:
Two years of experience using bilingual or multilingual skills in a customer service environment is required.

LICENSE REQUIREMENTS
None

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 one year of experience using bilingual or multilingual skills in a customer service environment is required. A valid driver's license is a plus.

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRE
The selection process will involve application review and/or interview. Department may administer skills assessment test.

SAFETY IMPACT POSITION YES
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 15

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: www.houstontx.gov.

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 281-233-1893. If you need special services or accommodations, call 281-233-1893 (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. 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://www.youtube.com/watch?v=EDWLV_sJFoM.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

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.