Customer Service Officer

Customer Service Officer

The Customer Service Officer is responsible for ensuring all personnel and facilities under their charge are safeguarded in accordance with established policies, procedures, and the relevant Facility Security Plan. The Security Guard is more specifically responsible for:

• Multi-tasking and paying close attention to details while working in a fast-paced environment.
• Following the instructions, processes and procedures as outlined in written documentation or directed by a supervisor.
• Giving and receiving verbal communication in person and over portable radios.
• Inspecting and verifying visitors, vendors, passengers and crew members' identification credentials and documentation.
• As necessary, performs access control duties as prescribed in post orders and relevant Facility Security Plan.
• Checking all facility/terminal doors, fences, and gates to ensure they are secure and pose no security or safety threat.
• Opening, monitoring, and closing doors, fences or gates as needed.
• Demonstrating safe work practices through awareness and observation in support of a safety culture; reports any potential hazards or accidents.
• Inspecting work areas to ensure compliance with established regulations regarding security, safety, and maintenance.
• Identifying problems, collecting data and facts, and drawing valid conclusions.
• Writing and maintaining reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.
• Ensuring all required reports are executed in a timely manner, when necessary.
• Working variable hours, flexible shifts which may include holidays and weekends.
• Maintaining accurate timekeeping of hours and time-off using payroll software.
• Delivering excellent customer service always, with all clients, terminal employees, vendors, and ship's crew members, as prescribed in training guidelines.
• Responding to common inquiries or complaints from clients, guest, employees, and TSS management.
• The proper safe-keeping and storage of all Sensitive Security Information (SSI) materials.
• Keeping management updated of any employee change of address or phone numbers.
• Attending relevant training.

Education and/or Work Experience Requirements:

• Must be able to communicate in and speak fluent English
• Must be able to work in a client-focused role within a fast pace environment.
• Must be able to handle multiple tasks and high level of accuracy required.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Must have and maintain a current guard card (Class D Guard Card) in accordance with applicable State, County or City regulation or law.
• Must have and maintain a current Transportation Worker Identification Credential (TWIC).
• High school diploma or GED required.
• Law Enforcement or Military experience preferred.
• Customer Service experience preferred.

Physical Requirements:

• Inspect documents for validity such as a TWIC, driver license, passport, and company ID during access control.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
• Must be able to sit and stand a minimum of 8 hours at a time.
• Must be able to work indoor and outdoor environments.
• Must be able to work outdoor in hot and cold inclement weather environments for extended periods.
• Requires the ability to frequently walk to employee work areas and other assigned work areas.
• Requires the ability to push, pull, carry, and lift up to 20 lbs.
• Use of sight, including viewing computer monitors or camera monitors for extended periods of time. Requires close vision, distant vision, and the ability to adjust focus.
• Must be able to talk, listen and speak clearly on a telephone/VHF two-way radio.
• Must have sufficient computer and writing skills.
• Ability to pass a state and federal background check.
• Ability to pass a drug test.

Training and Uniforms provided