Job Description

Posting number: 02297

Department: Aviation

Division: Aviation Security & Public Saf

Job classification: Comm Center Rep II

Posting type: Open

Categories: Public Safety, Airports, Customer Service, Office and Administrative Support

Summary

The Port of Portland is hiring a Communications Center Representative!

Are you ready to be the central voice and digital hub for a major commercial airport? We are seeking a highly skilled individual to manage complex passenger communications, coordinate vital maintenance responses, and provide essential administrative support that keeps our facility running safely and efficiently 24/7. Join the team where every call, click, and dispatch makes a direct impact on aviation success!

About us: At the Port of Portland, airport operations are the heartbeat of our commitment to excellence in air travel. We are the orchestrators behind the scenes, ensuring a seamless and secure experience for all passengers, aircraft, and cargo that pass through our airport.

About you: We are seeking a versatile and dynamic professional to serve as the critical operational liaison for a major commercial airport. This high-impact role manages passenger communications and coordinates essential maintenance dispatch using multi-channel systems, ensuring world-class support for diverse customers, tenants, and maintenance crews.

This position is designated as Essential Employee personnel; therefore, staff are required to report to work during all airport emergencies. Candidates must be fully available to work varying shifts, including holidays and weekends, often on short notice.

Examples of duties

• On behalf of the airport and airport tenants, consistently provide passenger communication services and customer service to the public through a complex array of technological tools and social media.
• Services include, but are not limited to, taking a high-volume of customer calls, providing accurate responses to their queries and concerns, de-escalating situations involving dissatisfied customers, offering patient assistance and support, passenger paging, monitoring social media and responding appropriately.
• Due to the wide range of inquiries and requests, this position requires a broad range of familiarity with multiple aspects of both airport and tenant operations.
• In support of our diverse customer base, this also requires creative problem-solving skills and sensitivity to special needs of disabled and other exceptional individuals.
• Receive, prioritize, and communicate routine and emergency requests for maintenance services using a multi-line phone system, 800 MHz radio, email and other automated forms of communication.
• Support budget allocations and labor timecard management by accurately prioritizing, coding, and processing work requests to the appropriate trade personnel in a timely manner.
• Conduct individual assignments, primarily in support of Customer Relations and Maintenance Planning, as assigned.
• Projects will vary in complexity from simple administrative tasks to more advanced research and analysis.

Qualifications

Education & Experience

• Associate's degree in business, customer relations, computer applications, or a related field. (Additional experience may substitute for the education qualifications.)
• Three (3) years of demonstrated front-line customer service and/or working with the general public, social media, and/or administrative support; or the equivalent combination of education and/or relevant experience.
• Experience with facilities management, maintenance, or construction is desired.
• Familiarity with the Incident Command System (ICS), Computerized Maintenance Management Systems (CMMS), and union environments is highly preferred.

License and/or Certification

• Maintaining a valid state driver's license is required.
• Ability to pass and maintain a Criminal History Records check and Security Threat Assessment required for a PDX Security Badge with Driver designation and CJIS certification upon hire is required.
• Must pass a pre-employment drug test.

Demonstrated Skills & Knowledge

• Excellent verbal, written, and social media skills, supported by superior spelling, grammar, and proofreading abilities.
• Apply exceptional customer service practices, empathy, persuasion, positive language, and de-escalation techniques.
• Intermediate computer skills (MS Office/Social Media); minimum 45 WPM typing; proficient with specialized computer systems, multi-line phones, and 800 MHz radio dispatch.
• Ability to quickly learn and apply administrative procedures, interpret policies, and research/apply tenant leases and contracts.
• Proven ability to simultaneously manage multiple priorities and work effectively with diverse employee groups.
• Promotes safety as a guiding principle; complies with safety/health policies.
• Shows the utmost respect for others, is a proven team player, and demonstrates a passion for valuing differences and being inclusive.

Supplemental information

Selection Process & Interview Schedule (tentative schedule):

1. A minimum qualification evaluation of education, training, and experience of submitted application packets will take place by Human Resources before the Thanksgiving holiday break.
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. A select few of candidates who successfully passed the SME evaluation will be invited to participate in an interview early December.