JOB ANNOUNCEMENT

Customer Service Supervisor, BX13 - $52,596.00

Chicago Department of Aviation

Customer Service Division

Number of Positions: Two (2)

The Chicago Department of Aviation (CDA) owns and operates one of the world's busiest airport systems, comprised of O'Hare and Midway International Airports. Together, Chicago's airports offer service to more than 260 nonstop destinations worldwide, serving more than 105 million passengers each year, and generating more than $60 billion in annual economic activity for the region. The footprints of both airports continue to expand as major capital development programs are underway. These programs, known as O'Hare 21 and the Midway Modernization Program, are designed to increase capacity and connectivity of Chicago's airports over the next decade and throughout the 21st century. The CDA is self-supporting, using no local or state tax dollars for operations or capital improvements at either airport. For more information, visit www.flychicago.com.

The Customer Service Supervisor will be responsible for overseeing day-to-day operations which impact the overall passenger experience. They will work closely with our airport volunteer programs and contractors to welcome passengers from around the world. This position falls within the Customer Service section of the Chicago Department of Aviation.

ESSENTIAL DUTIES

• Provide line-level management to frontline customer service staff and volunteers, including recruitment, onboarding, scheduling, and training.
• Liaise with contractors and other airport stakeholders.
• Monitor daily and provide regular feedback regarding condition of information desks and related accessories.
• Assist in creating training materials, information resources, and meeting agendas.
• Provide weekly updates on customer service operations in the terminals.
• Compile and track customer service data using spreadsheet software.
• Assist with additional customer service and passenger experience initiatives in the terminals as needed.

Additional duties may be required for this position.

Location: Chicago Department of Aviation

10000 W. O’Hare, Terminal 2, Chicago, IL 60666

Shift: Varies

Hours: 1:00 PM – 9:00 PM (Must be flexible to work weekends and holidays)

THIS POSITION IS IN THE CAREER SERVICE

MINIMUM QUALIFICATIONS: Three years of progressively responsible experience providing customer service, or an equivalent combination of education, training, and experience.

NOTE: The candidates selected for hire must pass an airport background check and a Security Threat Assessment.

NOTE: Must have a valid Illinois Driver's license at the time of hire.

SELECTION REQUIREMENTS

This position requires an applicant to successfully complete an interview and a writing exercise. The interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position, based on the interview and writing exercise, will be selected.

Preference will be given to candidates possessing the following:

• Previous work experience in customer service management.
• Previous work experience in a high-volume venue or environment (i.e., airport, museum, stadium, information booth or call center).
• Previous work experience working interacting with the general public.
• Experience using Microsoft Office.

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.

The City of Chicago is an Equal Employment Opportunity and Military Friendly Employer.

City of Chicago Department of Human Resources

Lori Lightfoot, Mayor Christopher Owen, Commissioner

Please note, all positions with the City of Chicago close promptly at 11:59pm C.D.T. Applications for this position will be accepted until 11:59p.m. CDT on April 26, 2023. No exceptions will be made.