Customer Service Assistant Director

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Customer Service Assistant Director

Location

East Boston, MA

Job Type

Full-Time

Job Number

FY2024-00164

Department

Aviation

Division

Aviation Public Services

Opening Date

05/17/2024

• Description

• Benefits

ABOUT US

The Massachusetts Port Authority is Powering What’s Possible™ for your career. We are a dynamic organization that connects people and businesses to the global community by air, land, and sea. Our employees are essential in moving planes, cargo, and cruise ships safely, efficiently, and sustainably. We are an economic engine, managing real estate assets where people live, work, and play. Together, the properties we own and operate generate $20 billion for the region’s economy. With a commitment to diversity, equity, and inclusion and being good neighbors, we achieve results that positively impact the people and businesses of New England.

Boston Logan International Airport serves as a vibrant gateway to New England and beyond, seamlessly connecting global travelers and ensuring the satisfaction of millions. Driven by a steadfast commitment to safety and security, environmental stewardship, convenience, and exceptional customer service, we take pride in fostering meaningful connections between people, cultures, and opportunities. Through innovative collaboration, embracing sustainability, and serving as an economic catalyst for our communities, we cultivate a thriving and welcoming hub that fuels the growth and prosperity of our region.

ABOUT YOU

As Customer Service Assistant Director, you excel in a dynamic role helping to oversee the operational efficiency of Logan International Airport's Public Services unit. Leading the Customer Service team, coordinating staffing needs, and liaising with various stakeholders, you ensure seamless operations while prioritizing customer satisfaction. With your strong leadership, communication, and problem-solving skills, you manage administrative tasks, handle emergencies, and spearhead special projects. Your meticulous attention to detail and adaptability enable you to safeguard sensitive information and respond effectively to evolving situations, contributing to the smooth functioning of the department and enhancing the airport experience for all.

What you will do:

• Ensure efficient services for travelers by overseeing Customer Service team staff.

• Monitor and meet daily staffing needs, conducting performance evaluations and recommending corrective action as necessary.

• Coordinate passenger queuing efforts and oversee queue plans for all terminals.

• Manage administrative functions including staffing, payroll, and uniform needs, while also coordinating emergency staffing and interacting with various stakeholders for airport tours and special projects.

WHAT YOU OFFER

• Bachelor’s degree in related field or equivalent professional work experience.

• 4-6 years’ customer service experience in an airport setting.

• Current and valid driver’s license.

• Proficiency in computer applications including spreadsheets, databases, and word processing, along with the ability to work effectively in stressful environments.

*Click here for detailed job description (https://www.massport.com/sites/default/files/2024-05/Massport-Job-Description-Customer-Service-Assistant-Director-5-30-24.pdf)

WHAT WE OFFER

Collaboration with colleagues at all levels of leadership from all different disciplines, from Aviation to Maritime and beyond. Every day is different at Massport and the breadth of our impact on the Massachusetts region through our facilities provides many opportunities for our employees to grow, learn, and explore the many areas of our business. Our business is all about connecting. We support and take pride in the employees that make those connections possible each and every day. Further, Massport is an Equal Employment Opportunity employer and committed to workforce diversity and inclusivity.

What we believe in:

Work/life balance

Supporting the people and businesses of New England

A supportive and inclusive culture

Achieving results and having positive impact

Opportunities for growth

Being good neighbors in the communities we serve

Providing safe, healthy, and secure work

environment

Protecting the environment

*Click here for information on our comprehensive compensation and benefits packages.

We're a world-class organization of people moving people and goods--connecting Massachusetts and New England to the world safely, securely, and efficiently, with a commitment to sustainability, our neighboring communities, and diversity, equity, and inclusion.

We support and take pride in the employees that make those connections possible each and every day.

We provide comprehensive compensation and benefits packages*:

• Health, dental, vision, life insurance

• Disability insurance

• Flexible work arrangements

• Vacation time, sick time, personal days

• 12 Holidays per year

• Massport Retirement Plan (Pension)

• Deferred Compensation Plan (457b) with employer match

• SMART Plan retirement plan advisor/financial planning

• Discounted MBTA passes

• Public service loan forgiveness program for federal student loans

• Professional development programs

• Mentorship program

• Adoption assistance

• Paid parental leave

• Employee assistance program

• Employee recognition programs

• Employee resource groups

• Flexible spending accounts

• Wellness programs

• Community engagement

• Volunteer opportunities

• On-site employee parking

• Bike racks

• Electric car charging stations

• Mother's suite for new/nursing mothers

*Benefits may vary by position and/or location.

For more information, please visit www.massport.com.

We are an equal opportunity employer and are committed to workforce diversity and inclusivity.

Follow us on linkedin.com/company/massachusetts-port-authority

Agency

Massachusetts Port Authority

Address

One Harborside Drive, Suite 200S East Boston, Massachusetts, 02128-2909

Phone

617-568-3900

Website

http://www.massport.com

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