The Allegheny County Airport Authority [ACAA] invites you aboard our mission to create meaningful travel experiences in the aviation industry. As Pittsburgh’s gateway to the world, both Pittsburgh International Airport and Allegheny County Airport serve as beacons of change and connectivity for our region. As a member of our crew, you will directly serve, inspire, and advance our community in significant ways that impact the daily lives of others and the future of our organization. Whether you have a passion for travel, an appreciation for aeronautics and aviation, or an unparalleled love for the city of Pittsburgh, ACAA provides the opportunity for the next chapter of your career to take flight.
Our culture is one that emphasizes high performance, innovation, and learning. We know that those things only happen when everyone who works in an organization is properly empowered, equipped, and enabled in their roles to make an impact. At ACAA success is a shared responsibility, and we look forward to supporting and developing the unique strengths you could bring to our team.
Job Summary
Under limited supervision of the Manager, Customer Experience, this position will leverage technology to deliver an exceptional customer experience across multiple touchpoints. The incumbent plays a critical role in customers’ overall experience by providing high visibility in the airport terminal identifying, receiving, and resolving passenger issues and opportunities with follow-through, precision, and determination to add value at every service opportunity.
Here is how the Customer Care Agent will help:
- Utilize technology to provide guidance, resolve issues, and deliver exceptional customer experience through in-person terminal engagement and via digital channels
- Monitor communication channels to capture and quickly respond to customer service inquiries in real time, including email, website, chat, social media, text
- Prepare and send written communication to customers via email, web, social media, and live chat; Take over communication with a customer when Chatbot feature is not providing satisfactory assistance
- Resolve customer complaints, issues and/or other related concerns with a sense of urgency and effective problem resolution through customer recovery programs
- Utilize Customer Relationship Management software to document customer concerns, preferences, and feedback for providing management improvement concepts
- Identify customer data trends and make recommendations to continuously improve customer experience
- Leverage social media to identify opportunities for random acts of kindness
- Monitor and manage passenger flow through congested areas of the airport such as security screening access points, Federal Inspection Service areas, common spaces, and the baggage claim area
- Complete daily/weekly/monthly reports and records to track service glitches, report compliance and maintenance issues, ensure health and safety, and ensure passengers receive priority service
- Administer customer surveys, including monthly airport industry benchmark survey
- Assist with coordinating and improving customer programs, including Ambassador Program, VIP Program, Accessibility & Inclusion Programs, Distressed/Stranded Passengers, Airport Tour Program, and First Time Flyers
- Train and onboard new volunteers to provide the best possible customer care and represent the PIT brand
- Assist with customer data reporting through centralized knowledge database
- Perform other related tasks as assigned or required
The successful candidate for the role of Customer Care Agent will demonstrate the following key competencies needed in our culture:
- Communication - Proactively conveys a clear, convincing, and timely message; Communicates effectively using two-way communication through strong verbal, written, and listening skills
- Strategic Thinking - Thinks “big picture”; Forward thinking and adept at seeing future outcomes and results; Commits to a course of action to accomplish individual, team and organizational goals
- Team Builder - Recognizes the value of teamwork and being an effective contributor to the team that drives desired results
- Customer Centricity - Aware of customer needs and the prioritization of our customers both internal and external; Makes decisions with customer in mind; Builds strong customer relationships
Qualifications
The following requirements list the minimum education/training/experience required to qualify for this job. An equivalent combination of education and/or experience may be required.
Preferred requirements to apply for role of Customer Care Agent are:
- Associate’s degree in Marketing, Communications, Hospitality or a related field from an accredited four-year college or university
- 2-4 years customer service related experience
- Multi-lingual preferred
- Strong customer orientation with excellent customer service skills
- Knowledge of social media applications and practices
We also expect that candidates will demonstrate the following knowledge, skills, and abilities in most cases:
- Excellent writing skills with the ability to read and comprehend instructions and information
- Strong communication skills to effectively, professionally, and tactfully interact with visitors and the public
- Strong computer skills including Microsoft Office suite, Outlook and Internet Explorer
- Strong ability to quickly learn new computer programs as technology dictates
- Strong problem-solving abilities with attention to detail
- Ability to manage conflict management and resolution, and maintain a calm, steady, professional appearance during difficult situations
- Ability to keep up-to-date on the location of businesses in the Pittsburgh International Airport and the services offered
- Effective creativity skills in handling a wide range of situations
- Ability to multi-task, handle many inquiries at one time, and work independently with minimal supervision
- Serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of the Authority’s Ethics Policy
Don’t meet every requirement?
Studies have shown that women and people of color are less likely to apply to jobs if they don’t meet every single qualification. As a Smarter Airport, we recognize that talent is not always related job history and skills come from valuable experiences that aren’t always shown on a resume. If you are excited to make a positive change for our region, but your experience doesn’t align perfectly, we encourage you to apply. You may be the right candidate for our organization, whether it be this role or another.
Caring For Our Crew
At ACAA, we’ve got you covered. That applies to how we equip, empower, and enable our people to do their jobs. It also applies to our benefits, which are broader and more valuable than what many other employers offer:
- We offer two plan options for healthcare coverage from high-quality insurance carriers, as well as an ACAA-funded Health Reimbursement Account (HRA) that will help offset the cost of many medical expenses.
- ACAA employees pay almost $1,200 less per year in healthcare payroll contributions than the average employee in other companies, according to market surveys.
- When HRA funding is included, the health-plan deductibles paid by ACAA employees are about $1,200 lower on average than the costs paid by employees of other companies.
- ACAA does not require that employees meet a separate deductible for pharmacy expenses before prescription-drug coverage kicks in.
- ACAA’s dental plans (included with healthcare coverage) offer an option covering children’s orthodontia.
- Employees also can take advantage of a Flexible Spending Account (FSA) to help pay for health care and dependent care expenses on a pre-tax basis.
- All eligible full-time ACAA employees participate in the Allegheny County Employees Pension Plan, a defined-benefit plan that vests after 10 years of service.
- Employees also may participate in a Deferred Compensation Plan, which allows them to contribute part of their pay on a pre-tax basis into long-term retirement investments.
- A robust Employee Assistance Program (including access to free counselling sessions, financial guidance, and care coordination), life insurance options, a wellness program, and eligibility for the Public Service Loan Forgiveness program round out ACAA’s exemplary benefits.
- Employees may enroll their children from 6 weeks to 5 years of age in our on-site preschool and childcare center, La Petite Academy, at Pittsburgh International Airport.
About Allegheny County Airport Authority
Allegheny County Airport Authority, which manages Pittsburgh International Airport (PIT) and Allegheny County Airport (AGC), is committed to transforming Pittsburgh’s airports to reflect and serve the community, inspire the industry, and advance the region’s role as a world leader.
Pittsburgh International Airport serves nearly 10 million passengers annually on 17 carriers and was named by Fast Company magazine as One of the Most Innovative Companies in the World as well as a finalist in its World Changing Ideas awards, both in 2020. PIT’s first-of-its-kind microgrid – which completely powers the airport campus through natural gas and solar energy – has won numerous awards for resiliency and sustainability.
PIT is in the midst of an ambitious terminal modernization that will make the passenger experience more efficient and deliver real opportunity for the region. The $1.4 billion new terminal program will construct a smarter, greener airport, inspired by the best of our region. The updated terminal lands in 2025 and will be the first airport terminal in the U.S. to be built from the ground-up post-pandemic, designed and constructed with the highest public health standards in mind.
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