SELECTION REQUIREMENTS

This position requires applicants to complete an interview. The interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position will be selected.
APPLICATION EVALUATION: Initial evaluation will be based on information provided on the application and the documents submitted. Department of Human Resource staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.
COMMITMENT TO DIVERSITY: To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference to applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates. To learn more about our hiring practices click here.

• Manage contractors to provide best-in-class customer service to travelers at the airports’ information desks
• Check on the information desks to ensure all current information is displayed.
• Coordinate and manage surveys to improve the passenger experience across both airports. Create reports and metrics to support operations within the Department
• Oversee line-level managerial staff to complete various customer service projects
• Assist with managing customer correspondence inbox, averaging 5,0000 pieces of communication annually.
• Implement airport training programs for the division.
• Manage the financial management system for the division. Procure expenses, manage the section’s budget, update on yearly spend.
• Other duties as they relate to Customer Experience Section.
  Additional duties may be required for this position.
  Location: 1000 West O’hare, Terminal 3
  Days: Monday - Friday
  Hours: 8:30 am – 4:30 pm