Customer Experience Coordinator jobs in Grand Island, NE

Customer Experience (CX) Coordinator

The initial pay rate will be determined by the applicants level of experience, starting at $27.88 per hour.

The Lincoln Airport Authority offers a very comprehensive benefits package.

• Health Insurance (80% of all plans paid for by employer for all election levels, for example, employee-only and family coverage)
• Dental Insurance (62% of all plans paid for by employer for all election levels, for example, employee-only and family coverage)
• Vision Insurance
• Retirement Plan - 414 H with 9% matching contribution (employees are required to contribute 6% and are automatically enrolled)
• Deferred Compensation Plan
• Short-Term Disability Insurance (100% paid for by the employer)
• Long-Term Disability Insurance (100% paid for by the employer)
• Flexible Spending Account (Medical and Dependent Care)
• Sick Leave (Accrue a total of 96 hours per year)
• Vacation (Accrue a total of 80 hours during your first year)
• 10 Paid Holidays
• 16 Hours of Personal Leave
• $00.75 Shift differential when working between the hours of 6:00 PM -6:00 AM
• Employee Assistance Program
• Education Assistance
• Wellness Program (Includes earning an additional 3% discount on health and dental insurance and $600 reimbursement on gym memberships or other qualifying wellness items)

Introduction**
The Customer Experience (CX) coordinator focuses on improving customer’s experience with the Lincoln Airport Authority and leads the customer service team. These tasks include optimizing customer service support, drafting CX strategies for management to implement, and creating a company presence on social media.

Essential Functions

• Coordinate and plan events.
• Monitor all aspects of the customer experience, including tracking KPIs for customer satisfaction and translating those into actionable goals.
• Attend and represent LNK at external events.
• Oversee innovative programs and initiatives aimed at creating excellence in the customer experience.
• Serve as the contact for customer experience-related issues, including tracking and responding to consumer feedback.
• Assist in developing and implementing a customer service recognition program to identify and reward excellent customer service in all areas of the airport.
• Oversee Airport social media efforts focusing on engagement, brand reinforcement, and creative content.
• Carry out supervisory responsibilities with customer service staff following the Lincoln Airport Authority’s policies and applicable laws, including evaluation and training.
• Serve as a resource for other departments' marketing needs.
• Due to the nature of the role, the hours for this position will vary based on the schedule of social events; this may include evenings and weekends.
• Reliable, punctual attendance is a crucial function of the position.
• Other duties, tasks, and responsibilities may be assigned at any time.

Required Knowledge, Skills, and Abilities

• High level of self-motivation, energy, and initiative.
• Significant understanding of the attributes and characteristics that comprise impeccable customer service, including tools that can be utilized to measure consumer satisfaction.
• Ability to understand the importance of working internally and externally to make policy development and implementation decisions.
• Exceptional team skills in building and working in teams of diverse backgrounds in a dynamic environment.
• Ability to rapidly and appropriately apply new learning and effectively guide the learning of others.
• Ability to develop new insights into situations and apply innovative solutions to improve the organizational.
• Strong problem-solving, oral communication, and written communication skills.
• Ability to learn or have proficiency in design software such as Canva, Photoshop, Illustrator, InDesign, Publisher, Adobe Creative Suite, or similar programs.
• Ability to prepare and submit clear, concise, and accurate reports orally or in writing.
• Fluent in spoken and written English, with the ability to communicate clearly and read with ease.

Education & Experience

• Bachelor’s Degree from an accredited university in marketing, public relations, business, or a related field.
• Minimum of two years of professional social media experience and event planning preferred.
• Minimum of two years of supervisory experience.
• A combination of education and experience may be an acceptable substitute for a degree.

Physical Requirements
The employee must meet the physical demands described here to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers to handle or feel, talk or hear, and see. The employee is frequently required to reach with hands and arms.

Safety Requirements
Adherence to standards established in the LAA Employee Handbook, Policy Directives, Airport Rules and Regulations, Standard Operating Procedures, and all other established safety requirements applicable to the position is required.

Work Environment
Typically, this position is carried out within an office setting that includes computers, printers, telecommunication tools, desks, file cabinets, and storage areas. The usual noise level is the work environment is quiet. However, there may be occasional events held in various locations, including outdoor settings.

Condition of Employment
The employee is required to meet the essential functions, skills, abilities, etc. listed in this document. The employee must be at least 18 years of age. Successful completion of a pre-employment reference check, criminal history check (required by the Transportation Security Administration), drug screening and MVR (motor vehicle report), and other requirements as per Lincoln Airport Authority policy. The Lincoln Airport Authority will cover any associated costs for the screenings. The employee must possess when hired, and maintain while employed, a valid State of Nebraska driver’s license and be insurable under normal rates.

Summary
This job description should not be considered an all-inclusive listing of work requirements. Individuals shall be expected to perform other duties as assigned, including work in other functional areas to cover absences or provide relief to equalize peak work periods or otherwise balance the workload.

Pay: $27.88 per hour