Customer Service Representative
DEPARTMENT: Sea-Tac Lost & Found
REPORTS TO: Program Manager, Sea-Tac Airport Lost & Found
LOCATION: Sea-Tac International Airport, Lost & Found Office
The Customer Service Representative provides professional customer service in assisting airport customers who report, turn in or retrieve lost items at the Lost & Found office. The CSR also provides administrative support to the staff at the Lost & Found.
This position has a social justice component that will allow for critical thinking around how the external systems impact the work that we are doing through the lens of racism and intersections with poverty. Valuing diversity and championing anti-racism policy are core values. As an equal opportunity employer, we highly encourage people of color to apply.
- Provides superior customer service on the telephone and at the window
- Maintains Lost & Found records
- Assists customers in completing Lost Property Reports (LPR’s)
- Prepares Property Control Forms (PCF’s) by classifying, logging, tagging and sorting found items using computer and property room procedures
- Secures valuables/monies in office safe
- Employs aggressive research techniques to locate a property owner
- Prepares property for shipment via express mail or other means
- Assists in preparation and documentation for destruction and donation of items if owner of property is unfound or property is not claimed
- Monitors office supply use and ensure supplies are not exhausted
- Routinely clarifies terminal tenants as to POS Lost & Found procedures
- Implement all work by incorporating the YWCA’s Social Justice Initiative by understanding how racism, sexism, classism and other oppressions intersect and are embedded in all institutions and systems
- Shows demonstrated ability to interact with people of different cultures.
- Continues search for understanding of racial, gender and class equity.
- Adheres to all Volunteer Services protocol relative to volunteer usage, recognition and monitoring. Works alongside volunteers, where applicable.
- Assures that volunteers, staff, clients, and customers are treated with respect and dignity regardless of race, ethnic background, gender or socioeconomic background
- Other duties as assigned
EDUCATION and EXPERIENCE
- High school degree or some college coursework preferred
- One year of customer service and office administration preferred
- An equivalent combination of experience and education will be considered
QUALIFICATIONS & COMPETENCIES
- Must have excellent oral and written communication skills
- Must pass Airport security clearance and background search
- Must be attentive to details
- Must have the skills to learn complex inventory procedures
- Must have ability to learn and operate standard office equipment
- Familiarity with MS Word, Access, or other software packages
- Must have excellent customer service skills, which include having a positive and helpful attitude and have the ability to communicate clearly with a diverse population
- Must be a self-starter, willing to work both independently and closely with co-workers, and as a member of a team
- Must possess the ability to problem solve and be able to handle all situations with tact, diplomacy, and professionalism
- Core competencies expected: Attention to detail, communication: oral and written, customer service, problem solving, discernment/judgment, personal credibility, reliability, professionalism, social justice advocacy, fostering diversity, decision making, drive for results.
PHYSICAL DEMANDS OF THIS POSITION: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In performing this position, the employee:
- Must be able to bend and stretch and be able to lift items up to 45 pounds
- Continuously uses hands and wrists, fingering, handling, grasping and reaching in using telephones, computers, fax machines and other office equipment and supplies
- Frequently uses speech, hearing, and sight abilities in exchanging information with clients, agency staff, employers, representatives of community organizations and other individuals in the community
- Frequently sits for extended periods while performing desktop activities
- Frequently stands, walks, and climbs in performing duties in the office and in traveling to off-site meetings
- Indoor office environment
- Occasionallocal travel to multiple locations for off-site meetings
* Continuously over 80% time, Frequently 20-80% time, and Occasionally under 20% time
HOURS, RATE, BENEFITS
- $15.34 per hour
- Full-time Monday-Friday 8:30-5pm
- Airport parking is NOT provided
- Labor Standards Act (FLSA) Classification: Non-Exempt
- Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday and sick leave plans
- At the time of hire, employees may choose to voluntarily enroll in the Fidelity 403b Plan. Typically after two years of employment, employees are eligible to participate in the YWCA Retirement Fund.
TO APPLY: Please send your resume and cover letter along with the job title included in the subject line to firstname.lastname@example.org.
CLOSING DATE: This position will remain open until filled
The YWCA of Seattle | King | Snohomish is an Equal Opportunity Employer