Credential Center Receptionist

Port of Seattle•SeaTac, WA

About The Position

As the Receptionist at the Credential Center, you will serve as the first point of contact for customers processed for security badges. You will also be responsible for triaging walk-in services and appointments by utilizing security technological solutions to provide high level customer service and throughput. You will be the point of contact for all applicants requiring identification media to obtain access to sterile and secured areas of the airport. You will be responsible for managing the office appointment and queuing systems and efficiently accommodating and distributing all appointments and walk-in services relating to badging and access. You will ensure that customers meet all Transportation Security Administration (TSA) regulated requirements prior to seeing Credential Specialists. You will review the SAFE ID Badge system for electronic application accuracy and completeness and will verify forms of identification and proof of employment prior to accepting the applicant for processing. You will professionally greet customers in-person and/or over the phone and provide high level customer service throughout the day. You will assist in providing explanations surrounding federally mandated rules and regulations as they relate to our processes. You will interpret and communicate Port policy and procedures. You will answer customer questions or will refer customers to the appropriate person or department. You will handle incoming phone calls and disseminate messages as needed. You will schedule, rebook, and assist customers with appointments using appointment software and technology. You will monitor and control appointment scheduling software. You will utilize and simultaneously manage multiple systems including an ID Management system, to ensure even distribution and tracking of customer activity among the Credential Specialists each day. You will perform a variety of office tasks as assigned including but not limited to: Answering customer emails, ordering office supplies, supply inventory, filing, reporting, stocking and operating copy/fax machines, creation of documents, and other general office duties as assigned by management.

Requirements

Experienced – You have six (6) months of excellent customer service experience in a fast-paced office environment.
You are able to demonstrate proficiency in the Microsoft office suite, SharePoint, and similar systems.
Critical Thinking - You are able to utilize your strong critical thinking, research, analysis, and communication skills to effectively deliver results.
Problem Solver – You can analyze and resolve various issues or problems and can deescalate issue by staying calm, breaking the problem down, identifying the root cause, listening attentively and apply professional judgement in making decisions.
Customer Focused – You have a strong customer service mindset with both internal and external customers, modeling that behavior for the rest of the team.
Strong Communicator – You are capable of effectively delivering information both formally and informally at all levels of the organization, from leadership to individual contributors in both verbal and written formats. You are able to persuade and influence as needed and negotiate.

Nice To Haves

Desired – We hope you have familiarity with TSA regulations, 49CFR Parts 1520, 1540 and 1542 and the Airport Security Plan.

Responsibilities

Serve as the first point of contact for customers processed for security badges.
Triage walk-in services and appointments by utilizing security technological solutions to provide high level customer service and throughput.
Be the point of contact for all applicants requiring identification media to obtain access to sterile and secured areas of the airport.
Manage the office appointment and queuing systems and efficiently accommodating and distributing all appointments and walk-in services relating to badging and access.
Ensure that customers meet all Transportation Security Administration (TSA) regulated requirements prior to seeing Credential Specialists.
Review the SAFE ID Badge system for electronic application accuracy and completeness and will verify forms of identification and proof of employment prior to accepting the applicant for processing.
Professionally greet customers in-person and/or over the phone and provide high level customer service throughout the day.
Assist in providing explanations surrounding federally mandated rules and regulations as they relate to our processes.
Interpret and communicate Port policy and procedures.
Answer customer questions or will refer customers to the appropriate person or department.
Handle incoming phone calls and disseminate messages as needed.
Schedule, rebook, and assist customers with appointments using appointment software and technology.
Monitor and control appointment scheduling software.
Utilize and simultaneously manage multiple systems including an ID Management system, to ensure even distribution and tracking of customer activity among the Credential Specialists each day.
Perform a variety of office tasks as assigned including but not limited to: Answering customer emails, ordering office supplies, supply inventory, filing, reporting, stocking and operating copy/fax machines, creation of documents, and other general office duties as assigned by management.