AIRPORT INFORMATION COORDINATOR

The Chicago Department of Aviation (CDA) owns and operates one of the world's busiest airport systems, comprised of O'Hare and Midway International Airports. Together, Chicago's airports offer service to more than 260 nonstop destinations worldwide, serving more than 105 million passengers each year, and generating more than $60 billion in annual economic activity for the region. The footprints of both airports continue to expand as major capital development programs are underway. These programs, known as O'Hare 21 and the Midway Modernization Program, are designed to increase the capacity and connectivity of Chicago's airports over the next decade and throughout the 21st century. The CDA is self-supporting, using no local or state tax dollars for operations or capital improvements at either airport. For more information, visit .

ESSENTIAL DUTIES : Under general supervision, directly supervises customer service front-line staff, coordinates customer service initiatives, and ensures a positive passenger experience at O’Hare and Midway Airports; and performs related duties as required

ESSENTIAL DUTIES

• Supervises the day-to-day operations, including scheduling staff and develops and implements training for front-line customer service staff.
• Plans and participates in various CDA customer service initiatives (e.g., Consular Program, Choose Chicago, tours) for passengers.
• Serves as airport convention liaison (e.g., ensures display of welcome signage, coordinates meet and greet events, performs on-site registration, schedules pre-arranged transportation, coordinates event logistics) by working with department staff, city departments and airline personnel.
• Ensure traveler information desks are appropriately staffed.
• Conducts training to orient volunteers to airport policies, protocols, and procedures; and informational materials are available and appropriate for distribution.
• Monitors email account(s) and responds to Customer Correspondence Program requests regarding any airport customer service complaints or issues.
• Leads customer appreciation events and activities at both O’Hare and Midway Airport.
• Coordinates the procurement of promotional items and maintains the inventory of items ordered and distributed to various department sections.
• Outreaches, schedules, and coordinates entertainment and customer engagement events at both O’Hare and Midway Airports.
• Maintains financial spreadsheets and reports and processes invoices regarding customer service promotional items and events.
• Collaborate with division staff on various aviation special events ensuring safety and security policies are followed and marketing materials are present and available.
• Becomes certified in Airports Council International's ASQ field certification for surveys and assists with administering ASQ surveys.
• Maintains Aviation stakeholder relationships.
• Responds to airport emergencies as required.

THIS POSITION IS IN THE CAREER SERVICE

For Information on our salary and title structure visit our classifications website at:

APPLICATION EVALUATION: Initial evaluation will be based on information provided on the application and the documents submitted. The Department of Human Resource staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.

COMMITMENT TO DIVERSITY: To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference for applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates. To learn more about our hiring practices click here.

Brandon Johnson, Mayor