The Airport Integrated Operations Center (AIOC) will be SFO’s 24/7 guest centric nerve center with end-to-end visibility through a common operating picture. The AIOC will be staffed with skilled teams and decision makers that set the Daily Operations Plan, mitigate pain points and share information to promote healthy airport operations.
The AIOC will be more than a room with innovative technology and skilled operators; it is a mindset that drives our day-to-day operation to create a seamless and responsive travel experience for everyone.
The AIOC will create an extraordinary guest experience through centralized operational control - enabling informed, data-driven decisions and managing all reported issues with care, while working in collaboration to provide a safe, secure, and seamless guest experience.
Under direction from the Customer Solutions Supervisor, the Customer Solutions Coordinator will serve as the first contact for all external and internal SFO stakeholders who contact the AIOC with questions, operational issue reports, or other related items. The Customer Solutions Coordinator will provide excellent customer service while receiving, logging, and resolving requests, reports, and questions for the AIOC.
The Customer Solutions Coordinator will also coordinate across AIOC and SFO teams to answer customer queries, share and resolve complaints with relevant personnel, and escalate reports of operational issues, with the goal of enhancing the customer experience of all SFO passengers and guests.
As a member of the AIOC, the Customer Solutions Coordinator expected to work collaboratively with all AIOC personnel in addition to other SFO team members to monitor and manage operations, solve problems, make decisions, generate innovative ideas, and share information across SFO teams and stakeholders.
Essential functions and duties include
- Answer, screen, and resolve incoming AIOC telephone calls or other forms of communication as appropriate; collaborate with AIOC personnel as needed to work issues through to resolution.
- Address and resolve questions, complaints, compliments, and suggestions received via online channels in a courteous and timely manner by using available resources and thinking creatively to identify effective solutions within established guidelines.
- Provide excellent customer service to all individuals who contact the AIOC, including passengers, airlines, airport partners, SFO employees, and the media.
- Maintain situational awareness across the airport operation to appropriately address the needs of all people who contact the AIOC by accessing information electronically and/or interpersonally in the AIOC.
- Elevate customer issues to the correct positions within the AIOC, such as AIOC and SFO Leadership including the Current Operations Team Leader and SFO Customer Care team, by understanding when enhanced expertise is needed.
- Input work requests into the work order system to resolve customer issues as needed and requested.
- Complete customer intakes and log their issues into appropriate software with details of their questions/requests and the assistance you provided, providing a resolution when appropriate
- Inform dispatch and deployment personnel when field teams are needed to respond to operational events.
- Coordinate with appropriate resources to answer or direct customer questions to resources who can answer in multiple languages.
- Provide accurate, clear, and timely information to the public and appropriate SFO personnel in emergency situations, as necessary.
- Operate and monitor the paging system to relay important messages, coordinate assistance, and enhance the customer experience.
- Actively tracking social media engagement by identifying concerns, and guiding discussions offline to provide personalized support.
- Perform other functions outlined in the 1304 Customer Service Representative job classification.