Hawaii - Associate, Customer Service-Honolulu Airport

Other Duties: 

1. Perform special projects and other miscellaneous duties as assigned by management. 

Minimum Qualification Requirements: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience 

• High school diploma; or equivalent combination of education and experience. 
• Possess more than 1 year of experience in the travel industry or equivalent skills. 

Skills and Knowledge  

• Must be able to speak, read and write in English and Japanese. 
• Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette. 
• Possess working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
• Possess accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages. 
• Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.
• Able to obtain an airport security badge.
• Possession of valid Hawaii driver’s license with clean abstract preferred.  

Working Conditions: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.  

Working Hours:  

• Normal business hours: 8:00 am to 5:00 pm, Sunday – Saturday, including holidays 
• Regular attendance is required for this position and you may be required to work after normal business hours and/or on weekends. 

Working Environment:  

1. Indoor areas with and without air-conditioning, sheltered outdoor areas, and bus loading areas.
2. Subject to varying weather conditions, up to and including, noise, pollution, dust, fumes and vehicle exhaust. 

Equipment Used:  

• General office equipment including phones, fax, copier, personal computer, scanner, etc. 
• Software includes the use of Windows operating system, MS Office.  

Physical and Mental Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Problem-solving skills to flexibly meet demands of customers. 
• Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner. 
• Able to exercise self-control and handle stressful situations and upset customers. 
• Able to work with concentration, accuracy, and attention to detail. 
• Able to handle multiple tasks simultaneously. 
• Able to speak loudly in briefings to be heard over crowds or noisy vehicles. 
• Constant – standing, vision, hearing, eye-hand-foot coordination; 
• Frequent – pushing, pulling less than 25 pounds, lifting less than 50 pounds, carrying less than 50 pounds, walking, bending, grasping, handling, finger dexterity; 
• Occasional – pulling 25-50 pounds, lifting more than 50 pounds, carrying more than 50 pounds, sitting, running, stair climbing, squatting, kneeling, stooping, crouching, forward reaching, overhead reach; 
• Seldom – pulling more than 50 pounds, twisting, side bending; 
• Not Applicable – crawling, climbing.  

 Communication Demands 

• Constant – requires talking to customers, reading; 
• Frequent – requires talking and written communication to co-workers, talking to outside trades persons/vendors, talking on the telephones, responding to written or verbal requests of vendors, receiving verbal instructions; 
• Occasional – requires written communication to customers and outside trades person/vendors, receiving written instructions, writing/composing written language;
• Seldom – requires visiting/working at different worksites; 
• Not applicable – requires supervising others, training/giving verbal instructions.  

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