City of Portland - Customer Relations Specialist

Start Date: May 23, 2025 | End Date: June 30, 2025
County: Cumberland County
Job Type: Other
More Information: Click here

City of Portland - Customer Relations Specialist

AIRPORT CUSTOMER RELATIONS SPECIALIST
Aviation & Transportation Department

Sign on Bonus of $1,500 available to an external candidate.

The Portland International Jetport is seeking a dedicated and enthusiastic Customer Relations Specialist to join our team! Under the guidance of the Airport Customer Experience Manager, this vital position will serve as the primary point of contact for our valued public. You will have the opportunity to engage directly with customers through various channels: in person, over the phone, and on social media platforms.

We are looking for candidates who embody self-motivation, energy, and compassion, and who possess exceptional communication skills to interact effectively with the public and stakeholders alike. An integral part of this role will include managing the airport’s website and social media outlets, ensuring our customers have access to important information related to their experience. In addition to these duties, you will play a key role in enhancing customer service initiatives, such as our commendable “Above and Beyond” program, conducting passenger surveys, participating in community outreach efforts, and fulfilling other assigned responsibilities.

Duties & Responsibilities:

• Assist customers with questions about wayfinding, airline policies, baggage, flight status and the community.
• Directs calls to proper staff.
• Responds to caller, social media, online or written complaints or compliments about the airport facility.
• Oversees and directly manages the airports social media and website for customer experience related information.
• Conducts weekly terminal walkthrough of facility to report first impression and/or customer service challenges.
• Assists with the airport’s internal customer service program "Above and Beyond."
• Alerts management to customer service challenges.
• Actively engage with and provide tours to groups interested in the airport.
• Assists with internal and external airport events planning and execution.
• Conducts surveys and other customer service Key Performance Indicator data collection.

Requirements of Work:

• Bachelor's Degree in Communications, Marketing, or equivalent practical experience.
• Knowledge and proficiency of Microsoft Windows and Google products.
• Excellent customer service skills including written and verbal.
• Ability to make independent decisions in accordance with established policies and procedures.
• Must be good at telephone communication.
• Airport knowledge and experience.
• Class C Driver's License.
• Successful completion of TSA Criminal Background Check in accordance with TSR Part 1542 to acquire and maintain an airport security badge.

Expected Hours/Schedule: Flexibility will be essential, as the position may require adjustments to your schedule to accommodate peak traffic times. The expected schedule is Tuesday through Saturday, from 5:30 am to 2:00 pm.

Applications accepted until May 30, 2025.

Offers of employment are contingent upon the completion of a satisfactory criminal background check.

Salary & Benefits:

This is a union position, Pro-Tech Grade 5, 37.5 hours per week. Salary range starting at $23.92/hour.

The City of Portland prides itself on its outstanding benefits and collegial and mission-driven work environment. City benefits include:

• Free employee health insurance with the completion of wellness incentives
• Thirteen paid holidays
• Sick, vacation, and personal leave
• Life, dental, vision and income protection insurances
• Choice of retirement plans, including a pension plan
• Fitness Reimbursement
• Use of City recreation facilities
• Discount on professional development programs through USM and Thomas College

If you have any questions or need assistance with the application, please email Human Resources at [email protected] or call 207-874-8624.

The City of Portland believes that to do our best work, our employees need to reflect the diverse, vibrant community we serve. We are an equal opportunity employer and are committed to celebrating all dimensions of diversity in the workplace. Applicants are considered without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, age, veteran status, disability, or any other applicable legally protected characteristics. If you need to request a reasonable accommodation, please call 207-874-8624 or email [email protected].

To apply, visit https://apptrkr.com/6236081