Service Specialist Jobs in Dallas, TX

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Job Summary

Job Description

Overview

As part of the Aviation Public Safety Group, the Senior Airport Communications Specialist (Senior ACS) facilitates coordination between all airport users, documents all critical airport information, and sends notifications to impacted parties to ensure safety, compliance, efficiency, and a high level of customer service for everyone engaged with Dallas Love Field airport (DAL). The Senior ACS acts as a crew leader in the ACC and provides guidance and support to Airport Communications Specialists, leads projects assigned by management, and helps train new employees.

Essential Functions

1 Acts a liaison between the airport and all stakeholders, including customers, tenants, and internal staff. Answers, responds to, and helps callers with all manner of questions, inquiries, or concerns; provides information for airport operations, services, and other resources; handles and addresses issues from the surrounding community and neighborhoods.

2 Facilitates coordination and communication between Department of Aviation staff for all incidents, events, and requests.

3 Keeps, maintains, and tracks records for all communications; ensures all situations are documented and reported to ensure proper and safe handling and resolution.

4 Effectively uses communications technology and systems to send messages to airport stakeholders.

5 Inputs and submits various work orders; ensures accuracy of information entered so work orders are completed in a timely and efficient manner.

6 Responds effectively to alerts and emergency situations; uses communication technology to ensure all necessary parties and agencies are notified; effectively coordinates communications and information sharing to mitigate the effect of a situation on airport operations; documents emergency events in logs and incidents reports.

7 Provide guidance and support to Airport Communications Specialists (ACS) on shift.

8 Lead projects assigned by management and delegate to ACS employees as appropriate.

9 Help train new ACC employees.

10 Performs all other work as needed or assigned.

Knowledge, Skills, and Abilities

• Knowledge of airport regulations, policies, and procedures, particularly 14 CFR 139 and 49 CFR 1542.
• Knowledge of general business management concepts.
• Knowledge of customer service care practices and principles.
• Knowledge of airport and airline operations.
• Strong professional character traits are required. These include active listening, proactivity / initiative, ownership of tasks, responsibility, good judgment, organization, teamwork, personal growth, empathy, and the desire to always improve through training and feedback.
• Ability to communicate with various individuals from diverse backgrounds.
• Ability to use various equipment and technology, including telecommunication devices, PA system, computers, phones, and information management software.
• Excellent written, oral, and interpersonal communication skills.
• Ability to establish and maintain strong and effective relationships.
• Ability to handle and communicate emergency situations with calmness, professionalism, and skill.
• Ability to keep confidential information private and follow all applicable laws regarding sensitive security information (SSI).
• Ability to type at least 40 words per minute.
• Ability to work in a “closed room” environment.
• Ability to tolerate long periods of sitting or standing.
• Ability to work all shifts, including some overtime.
• Ability to work individually and as part of team.
• Ability to manage projects effectively and complete them in a timely manner.
• Ability to teach effectively.
• Ability to pass a criminal background check and obtain and maintain federally mandated security clearances where required.
• Proficient in MS Outlook.
• Demonstrated leadership abilities.

MINIMUM QUALIFICATIONS:

EDUCATION:

• High School Diploma or GED.

EXPERIENCE:

• Four (4) years of experience working in the airport communications center, airport operations, airport security, or aviation emergency management.

EQUIVALENCIES:

• Bachelor’s degree in Aviation, Emergency Management, or Communications may meet the minimum qualifications requirement.

LICENSES AND CERTIFICATIONS:

• Valid driver’s license and good driving record.

Any of the following certifications:

• AAAE ACE-Communications, ACE-Operations, CM, or AAE certification.
• ACI USAP certification.
• Certification in emergency dispatch from APCO, NENA, IAED, or similar.
• TCOLE certification for telecommunications officers.
• Completion of NIMS IS-100, IS-200, IS-700, and IS-800.

PREFERENCES:

• Adult teaching experience.
• Curriculum design experience.
• Supervisor or crew leader experience.
• Project management certification.
• Any level of Six Sigma certification or similar.
• Ability to speak Spanish or any other foreign language.
• Proficient in MS Office suite.
• Completion of NIMS ICS-300 and ICS-400.

Salary Range

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.

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