Customer Experience Coordinator

Distinguishing Characteristics:

Under general supervision and administrative direction, execute the vision of the Tucson Airport Authority (TAA) Executive Office/Division including, Arts and Culture program, customer service programs, survey data initiatives, and execute internal communication initiatives at Tucson International Airport (TUS) and Ryan Airfield (RYN). This role will also support and organize internal employee engagement events.

Essential Functions: 

The following functions and all other functions not included in this job description are to be performed in the best interests and for the greater good of TAA.

• Support and advocate for TAA’s Mission, Vision, Guiding Principles and act as a champion and role-model of TAA’s Cultural Fundamentals.
• Manage the airport Volunteer Program including the gathering of survey data for marketing initiatives.
• Monitor the daily customer and terminal experience, coordinate with colleagues across all divisions and departments to maintain and improve customer services and amenities.
• Serve as a lead in the preparation and day-of execution of marketing productions, including commercials and other media deliverables.
• Support and execute projects in support of marketing and air service development efforts including serving as project lead as needed.
• Assist in the development and execution of departmental strategies; measure progress toward goal accomplishment aligned with the organization’s Strategic Plan; ensure work efforts are aligned with the Strategic Plan priorities; track and document work activities; measure and evaluate results.
• Coordinate and administer, including setup and teardown, TAA and tenant special events and meetings. This may involve support of the Executive Office.
• Make updates to the external website as well as internal intranet.
• Respond to website and online customer inquiries with appropriate documentation and triage.
• Coordinate other on-site, customer-facing projects.
• Represent the department externally and internally at meetings or events as requested.
• Serve as first point of contact to inquiries through our website made by customers, the public, tenants, employees and the community.
• Provide written or verbal responses to address customer complaints/concerns; ensure proper procedures are followed; track issues through a reporting system.
• Coordinate and administer commercial filming and photography requests on TAA property; verify all TAA requirements are met; coordinate and conduct walkthrough of the areas to be used; coordinate with other TAA departments, as appropriate.
• Organize and administer the Arts and Culture Program to include keeping current the inventory of the permanent art collection; coordinate the rotating art exhibit program; follow established policy, coordinate, and administer the art acquisition program, oversee the temporary exhibits and performing arts program and coordinate special art events.
• Coordinate and administer internal programs including (but not limited to):  operation of the Military Lounge and other military focused programs, Volunteer Program, Paws Pet Therapy Program or other customer support programs, and Airport Tour Program and educational outreach initiatives.  This may include tracking supplies, coordinating with other TAA departments for support, maintaining uniform inventory, tracking volunteer hours, and providing trainings.
• Organize and administer terminal décor projects including, installation and removal of holiday décor in the airport terminal complex.
• Provide staff support to committees or other departments.
• Maintain the TAA library of marketing materials and other special event materials.
• Assist in the facilitation and development of department goals and objectives to support the Strategic Plan and monitor progress; collaborate with other TAA departments and divisions to coordinate goals and objectives that require a cross-functional team approach.
• Ensure your supervisor and/or leadership is kept abreast of critical issues or conditions; maintain an effective external and internal communication system among all TAA departments, the Board, media, community leaders, outside agencies and others.
• Be responsive to airport emergencies and situations that may involve loss of human life or property; support public safety and operational response to emergencies; utilize Incident Management System (ICS)/National Incident Management System (NIMS) protocols and procedures; coordinate and/or participate in after-action emergency de-briefing with appropriate departments and stakeholders.

The above listed functions are not necessarily all the essential functions. Job duties and functions may be expanded or reduced by management based on future changing needs and job requirements.

Position Requirements: 

• Bachelor’s degree in Communications, Journalism, English or other related fields.
• A minimum of two years related experience.
• TAA will consider any equivalent combination of experience and education that provides the necessary knowledge, skills, and abilities sufficient to demonstrate aptitude for the position.

Required Knowledge, Skills, and Abilities:

Knowledge of:

• Office 365 applications, Teams and SharePoint platforms.
• Adobe Creative Suite, including PDF.
• Social media platforms including Facebook, Twitter, Instagram and YouTube, as well as supporting tracking applications (web-based tools).
• A variety of practices and procedures, including, but not limited to Federal, State, County and City laws, FAR Part 139 (airport certification/regulations), TSA 1542 (airport security regulations), and other regulations governing the operation of the TAA airports.

Skill in:

• Organization, oral and written communications, proofreading, and critical thinking.
• Expressing ideas effectively, preparing and presenting written and/or oral reports and recommendations to airport management.
• Self-motivation and taking initiative to complete quality work that furthers the mission and goals of the department and TAA.
• Coordination with numerous stakeholders.
• Strong customer service skills.

Ability to:

Environmental Requirements

• Work primarily in a typical, temperature controlled administrative office setting in a semi-enclosed workspace.
• At times, work in a high-noise environment and extreme weather.

Mental Requirements

• • Effectively work in a fast-paced, complex airport operating environment.
  • Remain focused and decisive in stressful situations; use sound and effective judgment.
  • Effectively support the management and direction related to emergency events and situations consistent with federal regulations, NIMS/ICS, and best practices.
  • Perform tasks with a high degree of accuracy, attention to detail, with mature judgment; function in compelling, high stress, fast moving work environment, with deadlines and multiple projects.
  • Initiate and organize responsibilities without observant supervision; take independent action relative to emergency operations and work problems requiring immediate solutions. 
  • Interpret and analyze complex technical data and information for decision-making and reporting purposes.
  • Research information and organize data in meaningful form, make sound judgments, draw accurate conclusions, and make appropriate recommendations.

Physical Requirements

• Communicate in English via telephone, radio, and cellular telephone, (at times) in a high noise environment, with sufficient clarity to be understood by others.
• Read, write, and speak the English language in an articulate, fluent manner.
• Understand sounds coming through a radio, a standard telephone receiver, or other outside sound sources.
• Standing for long periods of time and fast-paced moving may be required for special events.

General

• Be able to work special hours, including evenings, weekends and holidays, and be available to be on call 24 hours/7 days per week to respond to the airport in the event of an emergency.
• Work independently, as well as in a group setting
• Operate a computer, and any other computer software appropriate for assigned position.
• Understand that dissemination of information outside of job requirements is based on "need-to-know" and to exercise discretion and maintain confidentiality due to sensitive nature of job functions.
• Be of assistance and serve as a resource for the general public, media, and members of the airport industry.
• Be sensitive and aware of actions and reactions of employees, tenants, Board and Authority members, consultants, the public and outside agencies, and inform supervisor of appropriate concerns.
• Respond to emergencies such as aircraft incidents, diversions, passenger concerns, and initiate appropriate public and media actions.
• Continually learn and apply the latest up-to-date technical knowledge and skills in functional area of responsibility.  Strive to become an expert in field by taking initiative for on-the-job learning experiences, as well as seeking out formal education and coursework for continuous growth and development.
• Understand own strengths and weaknesses, seek input from supervisor and peers about how to improve, and focus on continuous self-improvement activities.

Licenses; Certificates; Special Requirements:

• Valid Arizona Driver’s license.
• ACI Airport Customer Experience Specialist Professional Certificate is required within twelve (12) months.
• Must obtain and maintain access to the Security Identification Display Area (SIDA).
• Must successfully complete the National Incident Management System (NIMS) 100, 200, 700, and 800 course requirements and certification within the first year of assuming the position.
• As an employee, you are deemed to be essential personnel as part of TAA’s emergency response and must respond to airport incidents as requested/required.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. Tucson Airport Authority reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.