Job description
CAREER DESCRIPTION
CUSTOMER RELATIONS ASSISTANT
(PART-TIME)
(PART-TIME)
This recruitment is open to the public. The eligible list established through this recruitment will be used to fill a current vacancy within John Wayne Airport and may be used to fill any future vacancies in other agencies throughout the County of Orange. This recruitment may also be used to fill positions in similar and or lower classifications and has the potential to transition from part time to full-time.
The deadline has been extended to April 03.2023 at 11:59 pm PST.
Qualified applicants are encouraged to apply immediately as the recruitment will close on
Thursday, March 30, 2023 at 11:59 pm PST
Salary may be negotiable within the range listed above, based on position requirements and the successful candidate's qualifications, subject to appropriate authorization.
JOHN WAYNE AIRPORT
JWA has an annual budget of approximately $200M and operates as an enterprise fund self-supported/funded agency and receives no monies from the County’s General Fund. These revenues are to operate and optimize the Airport, repay bonds, fund capital improvements, maintain assets, and support aviation planning.
- Vision: To be a world-class aviation getaway for business and leisure travel.
- Mission: To plan, direct, and provide high-quality aviation services and facilities for Orange County in a safe, secure, and efficient manner.
To learn more about John Wayne Airport, click here.
To learn more about the County of Orange click here.
To access an informational brochure about this recruitment, click here.
PUBLIC AFFAIRS DIVISION
Public Affairs is comprised of four units, Access and Noise, Communications, Customer Relations, and Public Relations. It is responsible for all aspects of government, media and community relations, customer relations and communications at John Wayne Airport. Public Affairs staff is charged with responding to media and public inquiries; serving as front-line customer service agents; coordinating Ambassador and Tour Guide volunteer programs; planning and organizing museum-quality exhibitions; disbursing information via the Airport Web site; tracking local, state and federal legislation; enforcing the Settlement Agreement, educating the surrounding communities about access and noise issues and handling noise complaints.
THE OPPORTUNITY
The Customer Relations Assistant (CRA) will work in a fast-paced, changing environment that requires a self-motivated and engaging person who will be a professional frontline representative of the Airport, working both independently and as a productive member of a team. The CRA works in the Thomas F. Riley Terminal, which provides customer service to airport guests year-round, including weekends, nights, and holidays. The incumbent will succeed in this position by clearly understanding the department's goals, thinking strategically about how best to advance them, and supporting the Airport's approach to providing a superior guest experience. The general job duties of the position will include but are not limited to the following:
Assist the traveling public in person, by telephone, via email, the internet, and other approved communication methods- Make terminal wide announcements over a public address system
- Provide on the spot assistance to Airport guests
- Maintain current and detailed knowledge of airport facilities, services, and events
- Maintain logs, record customer service data, update airport information materials
- Restock, reorder and maintain travel and tourism brochures
- May assist vendor carrying materials/equipment weighing over 25 pounds
- Provide support at special airport events and projects
- Perform other duties, as assigned.
WORK HOURS Part-Time (20 hours per week); Selected candidates must be available to work various shifts (including days, nights, holidays, and weekends from 6am to 11pm).
MINIMUM QUALIFICATIONS
Click on the following link to view the minimum qualifications for Customer Relations Assistant
DESIRABLE QUALIFICATIONS AND CORE COMPETENCIES
The ideal candidate will possess three (3) or more years of customer service experience. Previous experience in the airline/hospitality/hotel/travel industry is highly desirable but not required. In addition, the successful candidate must also possess the following core competencies:
TEC HNICAL KNOWLEDGE | OFFICE EXPERIENCE
Assist the traveling public in person, by telephone, via email, the internet, and other approved communication methods- Make terminal wide announcements over a public address system
- Provide on-the-spot assistance to Airport guests
- Maintain current and detailed knowledge of airport facilities, services, and events
- Maintain logs, record customer service data, update airport information materials
- Restock, reorder and maintain travel and tourism brochures
- May assist vendor carrying materials/equipment weighing over 25 pounds
- Provide support at special airport events and projects
- Perform other duties, as assigned
INTERPERSONAL | COMMUNICATIONS SKILLS
- Demonstrating the principles of writing and grammar, including correct spelling and proper word usage, punctuation, and sentence structure
- Demonstrating the ability to clearly and articulately convey information in an official formal situation
- Exercising discretion and maintaining confidential and/or sensitive information as dictated by the assignment
- Bilingual skills are highly desirable
- Knowledge of principles and processes for providing customer and personal services in an airport/airline/hospitality/hotel/travel industry
- Anticipating and meeting customer needs in all situations
- Establishing productive and professional relationships with internal and external customers in a professional and courteous manner
- Experience working independently and in a team environment
- Consistently demonstrating a positive attitude and exhibiting a strong work ethic
AIRPORT ACCESS REQUIREMENTS
The successful candidate must clear background check which includes a Criminal History Records Check (CHRC), Transportation Security Administration (TSA), and Security Threat Assessment (STA).
PHYSICAL REQUIREMENTS
Vision sufficient to read standard text and a computer monitor; speak and hear well enough to communicate clearly and understandably in person, over the telephone and over a public address system and radio. Independent body mobility to stand, sit, walk, stoop and bend, twist, squat, pull and push to access a standard office environment and assigned work area; body mobility to lift and carry boxes of media material or sound equipment weighing up to 25-50 pounds may be required. Manual dexterity to use hands, arms, and shoulders repeatedly to operate a keyboard, write and operate communication system(s). Ability to stand or walk for up to four hours at a time to move about the sterile and non-sterile areas of the airport; ability to push a cart extended distances.
RECRUITMENT PROCESS
Human Resource Services screens all application materials for minimum and desirable qualifications. After screening, candidates who meet the minimum and desirable qualifications will be referred to the next step in the recruitment process. All candidates will be notified via email of their status in the process. Based on the Department's needs, the selection procedures listed below may be modified. All candidates will be notified of any changes in the selection procedure. Completion of a background investigation to the satisfaction of the County may be required for some assignments.
Application Screening | (Refer/Non-Refer): Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those candidates that meet the qualifications listed in the job bulletin will be referred to the next step.
Online Assessment (Unproctored) | Multiple-Choice (Weighted 100%):Candidates who meet desirable qualifications will be invited to participate in one or more job-related assessments. Candidates will be notified of their test date and access code, if applicable. Only the most qualified candidates will be placed on the eligible list.
Eligible List | ;Score Groups: Once all assessments have been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.
ADDITIONAL INFORMATION
Please see below for important information regarding COVID-19 related recommendations.
Effective April 3, 2023, it is strongly recommended that County employees working in health care settings and correctional facilities follow vaccination and booster guidelines provided by the California Department of Public Health (CDPH) and the Centers for Disease Control and Prevention (CDC). Please click here to see the latest guidance for more details.
The position for which you are applying may be required to adhere to any applicable State or County Order. You will receive notification of any requirement as it applies to a position.
EMAIL NOTIFICATION
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.
NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.
Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.
FREQUENTLY ASKED QUESTIONS
For specific information pertaining to this recruitment please contact Paula Carter at 714-716-6967 or email Paula.Carter@ocgov.com.
EEO INFORMATION
Orange County, as an equal employment opportunity employer,
encourages applicants from diverse backgrounds to apply.
Non-Management Benefits
In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays-we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System (OCERS).
Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.
http://www.ocers.org/active-member-information
Click here for information about benefits offered to County of Orange employees.
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