Duties and Responsibilities

·Oversees the Customer Service program, including work schedules and performance management for Customer Service Agents and Custodians.

• Oversees the Host Program, including general supervision of work schedules, volunteer recruitment and training, performance management and maintenance of personnel records including hours worked.
• Manages staff through conducting employee performance reviews, staff meetings, setting individual goals, providing professional development, and corrective action policies.
• Assigns employee work schedules and approves timecards.
• Communicates the Leadership Team’s policies and procedures to staff and follows up for effectiveness.
• Prepares annual department operating budget recommendations to the Operations Manager.
• Evaluates equipment for procurement and maintains equipment asset inventory specific to the operations department.
• Purchases departmental supplies and consumables.
• Interviews and evaluates applicants for Customer Service Agents and Custodial positions.
• Evaluate the effectiveness of Customer Service and volunteer program(s), recommend improvements, and implement approved changes.
• Develop customer service training for all FWACAA employees and volunteers. Develop and implement employee and volunteer recognition programs. 
• Receive public complaints and respond or forward to applicable staff as necessary.
• Maintain and oversee the various methods of receiving customer feedback, positive and negative, in customer service database.
• Identify any trends associated with customer feedback and provide information to appropriate parties to address.
• Encourage the participation of all employees at the airport in the customer service program. This includes Authority staff, airlines, tenants, and stakeholders.
• Plan and administer customer outreach events and volunteer host banquet and luncheon.
• Responsible for maintaining/developing customer service, accessibility, and job relevant training and training staff.
• Ability to perform and record daily airport self-inspections of major areas, including runways, taxiways, ramps, aircraft, refueling facilities, paved areas, safety areas, marking and lighting, security fencing, and wildlife activities. Create work orders and NOTAMs as necessary.
• Responsible for runway condition reporting and runway friction testing during snow event. Monitors weather and coordinates the issuance and cancellation of NOTAMs, and other airfield safety and operations notification requirements.
• Acts as Snow Desk for the Airport. Plans and coordinates snow removal in accordance with the flight schedule, tenant’s requests, weather conditions, and weather forecasts.
• Act as project manager on assigned projects
• Other duties as assigned.