Download Marketing and Customer Service Specialist

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
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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
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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
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