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Job Title Department Updated Supervisor Marketing and Customer Service Specialist Administration May 2014 Marketing and Administration Manager Position Summary This position is responsible for performing routine and more complex tasks supporting the Marketing and Administration department. Duties and Responsibilities Oversees the Volunteer Coordinator, including general supervision work schedules and performance management Receive public complaints and respond or forward to applicable staff as necessary. Maintain and oversee the various methods of receiving customer feedback, positive and negative, in customer service database. Identify any trends associated with customer feedback and provide information to appropriate parties to address. Develop customer service training for all FWACAA employees and volunteers. Covers for the receptionist when unavailable: answering phone, greeting public, and other duties as needed. Estimated time is approximately 10%. Coordinates a wide variety of marketing and administrative activities in support of department goals and objectives Proofreads marketing materials for grammar, spelling, and punctuation errors. Maintain database(s) of information relating to media, stakeholders, etc. Update FWACAA website as directed. Assists with tracking of media “hits” and “mentions”. Monitor and participate in social media relating to Authority activities. Develop contests for social media relating to engagement and promotional opportunities. Assist with the development and preparation of new communication methods, i.e., blogs, web chats, etc. Assist with the writing of press releases and distribution. Maintain e-mail distribution listing for external newsletters. Assist in writing, researching, editing, producing, and distributing marketing correspondence and materials. Procures, monitors and maintains the inventory of promotional materials of the Airports. Procures and maintains inventory of office supplies. Responsible for the preparation of material for digital signage at FWA and SMD to include uploading advertising content as sold by our advertising concessionaire. Assist with maintaining a clean and organized Authority break room including unloading/loading dishwasher and other miscellaneous tasks. Performs other duties as assigned. Knowledge and Abilities Ability to write, edit, and proofread documents and marketing materials Knowledgeable in Microsoft Office suite, desktop publishing, and the application of internet based communication and/or social networking tools. Ability to effectively communicate, orally and written. Ability to establish and maintain effective working relationships and to work diplomatically with the public Knowledgeable of administrative procedures and preparation, filing systems, office machine operations, and Business English Ability to exercise independent judgment with minimal direct supervision Must be a self-starter and team player Must be accurate and have an attention to detail Ability to adapt to the changing priorities of the Airport Authority Experience and Education Requirements Marketing and Customer Service Specialist Page 1 of 2 Job Title Department Updated Supervisor Marketing and Customer Service Specialist Administration May 2014 Marketing and Administration Manager High school equivalent education with one to three year of work experience in marketing, office procedures, or sales; Bachelor degree in marketing, business management or related field preferred; One year of supervisory and team building experience. Position requires advanced knowledge of the Microsoft Office suite and desktop publishing software. Supervision Received Work objectives are set by supervisor; the methods of performing tasks are frequently left to the judgment of the employee with a supervisor giving occasional instruction or advice on decisions. Requirements Typically functions as first-line supervisor over assigned staff and has significant input in determining personnel actions (hiring, corrective action) and performs performance evaluations for direct reports Number of Direct Reports 1 Indirect Reports 0 Special Requirements - Pass a pre-hire drug screen. Physical Requirements - Light Work - Exerting up to 20 lbs of force occasionally, and/or up to 10 lbs of force frequently, and/or a negligible amount of force constantly to move objects. Physical Activities Stooping/ Bending Hand-arm Manipulation/Reaching Repetitive Motions Finger Manipulation Talking Hearing Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles Manual control or manipulation of objects through hand and/or arm movements, which may or may not require continuous visual control Substantial movements (motions) of the wrists, hands, and/or fingers. Making careful finger movements in various types of activities; picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling; usually hand and arm are not involved to any great extent. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly Ability to receive detailed information through oral communication Visual and Sound Requirements Near-visual Differentiation Seeing things within arms reach Environmental Requirements - The position is not substantially exposed to adverse environmental conditions (typical office or administrative work). Marketing and Customer Service Specialist Page 2 of 2