Information/Communications Center Agent - 2nd Shift

Operations Department
FLSA Status: Non-Exempt
Reports to: Assistant Operations Manager
Schedule: 40-hours/week with OT as required. Position will primarily work 2nd shift, 2:00-10:00 pm. Work schedules may vary, including shift work, weekends and holidays, depending on departmental needs.
Rate of Pay: $18.61/hr.-$24.81/hr. (2024)

Position Summary

The Information & Communications Center Agent is a member of the Operations team which provides 24/7 coverage and serves as the central communications point for the airport. The Agent monitors and operates multiple security and communication systems, and assists with ensuring compliance with Federal, State, and local airport safety and security regulations. He/she facilitates the airport-issued badge process, maintains required documentation, and supports the coordination of emergency response when needed.

Essential Duties & Responsibilities

• Monitor radios and acts as liaison among parties operating on different frequencies. Dispatch appropriate personnel to events on airport property.
• Monitor and reviewing closed-circuit television screens for surveillance and safety purposes, rotating screens among numerous cameras.
• Process applications for airport-issued identification badges; produce ID badges and maintain accurate records.
• Perform adjudication for airport-issued identification badge applicants through digital criminal history background checks and security threat assessments.
• Perform audits to ensure compliance and accuracy of records.
• Train personnel in processing applications for airport-issued identification badges.
• Update daily activity logs for position and multiple departments.
• Assist in the coordination of emergency response to all aircraft incidents, medical emergencies, etc. and in the coordination of Airport Authority employees and outside responding agencies; maintain communication with staff during emergencies; provide support for all departments during the emergency.
• Answer a crash phone and emergency lines when required.
• Work with tenants to ensure compliance with airport rules and regulations and enforce as necessary.
• Act as liaison for other airport departments and tenants, coordinating tasks that involve more than one area of responsibility.
• Maintain intra- and inter-departmental cooperation and teamwork.
• Answer and screen incoming telephone calls and forward to appropriate Authority staff.
• Receive, document, and return items for airport lost and found.
• Accurately process payments for parking, taxi, badge, and other rates and charges; prepare receipts.
• Maintain accurate and compliant records necessary for the operation of the Operations Center.
• Perform clerical functions as needed.
• Monitor Access Control System for alarms or violations.
• All employees are expected to be part of our customer service team as Dedicated Customer Care Specialists.
• Support SBN's Mission, Vision, and Values at all times.
• Perform any other duties as may be assigned to ensure the safe and efficient operation of the airport.

Minimum Qualifications / Functional Requirements

• High School diploma or equivalent education required. Specialized training in computer software and/or degree in Aviation Management, Criminal Justice, or Aviation Management helpful.
• Six months to one year customer service experience preferred requiring public contact, answering multi-line telephone equipment and use of general office equipment such as computers, fax machine and copier.
• Experience in a communications center or a security background is preferred.
• The candidate must have and maintain a valid and active driver’s license and be able to operate a vehicle.
• The candidate must be able to pass a background check and security screening.

Knowledge, Skills, and Abilities

• Knowledge of the operation of radio equipment, telephone equipment, recording devices and closed-circuit television monitoring.
• Ability to utilize two-way radio communications.
• Ability to maintain accurate and complete records.
• Ability to maintain confidentiality.
• Ability to establish and maintain an effective working relationship with others, interact with a variety of personalities, and remain calm and objective in emergency situations.
• Ability to problem solve and multi-task, make quality decisions using sound judgment, and understand, follow and clearly transmit written and oral instructions.
• Ability to work independently and with others.
• Ability to listen and communicate effectively, verbally and in writing, and to professionally deal with difficult people.
• Ability to represent the Authority in a professional manner.
• Knowledge of Microsoft Office Programs

Work Environment

Work is frequently performed in an office setting, with moderate inside temperatures. The noise level in the work environment is usually quiet to moderate. Entire office is smoke free. Frequent outside work will also be required, which may include exposure to extreme weather conditions and moderate to loud noise levels.

Physical Requirements

• Work is frequently performed in a standard office environment as well as extensive periods of time outdoors.
• Exposure to dust, grease, excessive noise or vibration, noxious gas or fumes and/or extreme outdoor weather conditions may be rarely expected.
• Ability to push, pull, lift, and carry up to 50 pounds.
• Position requires frequent reaching with hands and arms, standing, and walking.
• Ability to occasionally climb, kneel, crouch, bend, and crawl are required.
• Ability to sit for constant periods of time.
• Vision abilities required include close, distant, color, peripheral, depth perception, and the ability to adjust focus. Vision acuity of 20/40 corrected or better.
• Work performed requires the ability to speak and hear.
• Position is required to constantly drive Authority vehicles on Airport grounds and public highways.