Lead Communications Center Representative - Portland International Airport

As a Communications Center Representative Lead, you will be the first point of contact for the Port, providing vital support to our customers, partners, and stakeholders. Your role will involve managing communications, assisting with inquiries, and ensuring seamless operations across various departments.

• Lead the public communication team by providing on-site expertise in handling escalating customer service issues, communicating frequent changes and identifying training gaps to ensure a positive image of the Port with exceptional customer service to business partners and the public.
  • Act as point of contact for all team-related issues, coordination, and communication.
• Regularly revise, update, and communicate rapidly changing Standard Operating Procedures and resource materials as they relate to various stakeholders and alternate business groups.
• Responsible for managing a complex staffing schedule to ensure maximum coverage, approve time off requests in accordance with departmental protocols and in coordination of maintenance schedule needs, fluctuates personal schedule as needed to fill gaps.
• Provide oversight, training, and direction for group assignments and projects.
• Master the Public Communication Representative position, including expert skills in each of the essential functions described in the position description, with intermediate level proficiency with the basic functions of the Maintenance Dispatcher position, including filling coverage gaps, as needed.

Education and experience:

• Associate degree in business, customer relations, computer applications, or a related field.
• Minimum of five (5) years of demonstrated front-line customer service and/or working with the public, social media, and administrative support. Experience in a lead role within a high-volume call center is desirable. Experience with facilities management, maintenance or construction is preferred. Or, the equivalent combination of education and/or relevant experience.
• Maintain a valid state drivers' license is required.
• Ability to obtain and maintain unescorted access to secure areas of the airport with Driver designation and;
• CJIS certification for access to the dispatch center upon hire is required.
• Advanced knowledge in customer service protocols, telephone etiquette, de-escalation techniques, administrative principles, and procedures. And, business use of social media applications.
• Preferred experience includes:
  • Commercial aviation operations.
  • Understanding of facility management, leases, and contracts.
  • Basic understanding of maintenance concepts.
  • Incident Command System (ICS).
  • Computerized maintenance management systems and other operational databases.
  • Working with a union environment.

• Demonstrate commitment to valuing differences among individuals and passion for being inclusive.
• Focuses on safety improvements and complies with safety and health policies and procedures.
• Shows the utmost respect for others and is a proven team player.
• Excellent verbal, written, and social media communication skills, demonstrated spelling, grammar, and sentence structure, and proofreading skills.
• While applying exceptional customer practices, diplomacy, empathy, persuasion, positive language, and de-escalation techniques.
• Advanced problem solving and conflict resolution for escalated customer service issues.
• Assess, coach, train and mentor employees for improved performance.
• Rapidly analyze, develop, document, and communicate standard operating procedures, applying best management practices and continuous process improvement.
• Must maintain confidentiality.
• Simultaneously manage multiple priorities utilizing specialized computer systems, multi-line phone systems, and 800 MHz radio dispatch system.
• Work effectively with diverse employee groups including both administrative and union represented craft workers.

SELECTION PROCESS (tentative schedule):

1. A minimum qualification evaluation of education, training, and experience of submitted application packets will take place by Human Resources the week of December 29, 2024.
   
   
2. A Subject Matter Expert (SME) Panel will perform an evaluation of experience and training taken from your employment application materials including any responses to the supplemental questionnaire.
   
   
3. Our goal is to schedule first round of virtual interviews with candidates that successfully passed the SME evaluation step as soon as possible.

About us:

At the Port of Portland, we use everything we have - our three airports, four marine terminals, five business parks, and all the resources, expertise, and experience behind them - to move with purpose, connecting people with powerful opportunities and creating value for our region. We know that every person we hire, business we work with, contract we sign and decision we make is a chance to make someone's life better. And we'll use our power and influence to pull down barriers, unlock new opportunities, ensure more people share in our region's success and include those who have been excluded in the past. With YOUR help - together with our partners, customers, and community - we'll help drive meaningful change!

Do you have questions about this job?

Contact us: careers@portofportland.com

Safety: The Port promotes safety as a guiding principle and practice in accomplishing work by complying with safety and health policies and procedures and consistently seeking improvements that support operational excellence.

Diversity and Inclusion: At the Port, we don't just accept difference; we value and support it to create a culture of inclusiveness and fun. We are proud to be an Equal Opportunity Employer.

EEO/Affirmative Action Policy Statement: The Port of Portland is dedicated to maintaining and improving a work environment, which extends equal opportunity to all individuals, regardless of their race, color, sex, age, religion, national origin, marital status, veteran status, disability or sexual orientation. Employment decisions shall be made in such a manner as to further the principle of equal employment opportunity and to comply with state, federal and local laws. We affirm through this policy statement our continuing commitment to the principles of nondiscrimination and affirmative action.

Veterans Preference: Under Oregon law, qualified veterans may be eligible for veterans preference when applying for Port of Portland positions. If you are a veteran and would like to be considered for a veterans preference for this job, please provide the qualifying documents as instructed during the application process.

Background Checks and Drug Testing: The Port of Portland will conduct background checks and/or drug tests for positions where such tests are required by regulation and for other safety-sensitive positions.

ADA Accommodation: Accommodations will be considered for applicants or candidates with a qualifying disability that prevents them from participating in this process. Accommodations will be made where the Port can reasonably do so without imposing an undue hardship on the business or compromising the integrity of the recruitment process. An applicant with any disability who believes that they need an accommodation should contact Human Resources: call 503-415-6690 or email careers@portofportland.com.