Customer Relations Assistant

CAREER DESCRIPTION

CUSTOMER RELATIONS ASSISTANT

(PART-TIME)

THIS RECRUITMENT IS OPEN TO THE PUBLIC

This recruitment is open to the public and is being held to establish an open eligible list to fill current and future Customer Relation Assistant vacancies. The eligible list established from this recruitment may also be used to fill positions in similar and/or lower classifications throughout the County of Orange.

DEADLINE TO APPLY

This recruitment will close on Friday, December 12, 2025 at 11:59PM PST.

JOHN WAYNE AIRPORT
Ranked #1 in Customer Satisfaction among Large Airports in the J.D. Power 2024 and 2025 North America Airport Satisfaction Study, John Wayne Airport (JWA) has been a major cornerstone of Orange County for more than 100 years. Located in beautiful Southern California, we currently serve approximately 11.7 million annual passengers. We strive to provide a superior guest experience to ensure travel is convenient and stress-free. The County of Orange owns and operates the airport and the service area includes more than three million people within 34 cities and unincorporated areas of Orange County and beyond.

As a medium hub airport, we have commercial flights to more than 40 nonstop destinations in the U.S., Mexico, and Canada. Eleven commercial airlines and two air cargo airlines fly out of the Airport. It is home to nearly 500 general aviation (private, non-commercial) aircraft, representing 60% of total operations, and includes two full-service fixed base operators and one limited use general aviation facility.

• Mission: Connecting People, Places and Opportunities.
• Vision: To be an airport of choice by creating exceptional experiences.
• Core Values: REACH
  • R espect
  • E nvironmental Stewardship
  • A ccountability
  • C ollaboration
  • H onesty

To learn more about working at John Wayne Airport, click here. To learn more about the County of Orange, click here.

PUBLIC AFFAIRS DIVISION

Public Affairs is comprised of four units: Access and Noise, Communications, Customer Relations, and Public Relations. It is responsible for all aspects of government, media and community relations, customer relations and communications at John Wayne Airport. Public Affairs staff is charged with responding to media and public inquiries; serving as front-line customer service agents; coordinating Ambassador and Tour Guide volunteer programs; planning and organizing museum-quality exhibitions; disbursing information via the Airport Web site; tracking local, state and federal legislation; enforcing the Settlement Agreement, educating the surrounding communities about access and noise issues and handling noise complaints.

THE OPPORTUNITY
The Customer Relations Assistant (CRA) will work in a fast-paced, dynamic environment that requires a self-motivated and engaging person who will be a professional frontline representative of the Airport, working both independently and as a productive member of a team. The CRA works in the Thomas F. Riley Terminal and provides customer service to airport guests year-round, including weekends, nights, and holidays. The incumbent will succeed in this position by clearly understanding the department's goals, thinking strategically about how best to advance them, and supporting the Airport's approach to providing a superior guest experience. The general job duties of the position will include but are not limited to the following:

• Information Dissemination
  
  • Provide accurate and up-to-date information on flight schedules, gate numbers, and airport services
    
  • Answer inquiries about airport facilities, including lounges, restrooms, dining options, shops, and other airport amenities
    
  • Make terminal wide announcements over a public address system
    
  • Assist the traveling public in person, by telephone, via email, the internet, and other approved communication methods
    
  • Provide information about on-site and local transportation options, such as taxis, shuttles, and public transit
    
  • Offer details about nearby hotels, tourist attractions, and services
    
  • Liaise with other airport departments, airlines, agencies, and service providers to gather and relay information
    
  • Ensure a seamless flow of communication and coordination for passenger assistance
    
• Directional Assistance
  
  • Provide directions to various locations within the airport, such as baggage claim, check-in counters, and security checkpoints
    
  • Assist passengers in navigating the airport efficiently
    
• Customer Assistance
  
  • Provide on-the-spot assistance to Airport guests
    
  • Assist passengers with special needs, including those with disabilities, older adults, and individuals with hidden disabilities
    
  • Provide assistance to non-English speaking passengers by using available translation services or multilingual staff
    
  • Assist with services such as wheelchair requests, unaccompanied minor assistance, and baggage handling
    
  • Arrange for special accommodations or services as required
    
• Emergency Support
  
  • Assist passengers during emergencies, such as medical situations, lost children, or evacuation procedures
    
  • Coordinate with airport security, airport Operations, and medical teams when necessary
    
• Lost and Found
  
  • Manage inquiries related to lost and found items
    
  • Assist passengers in reporting and recovering lost belongings
    
• Handling Complaints
  
  • Address passenger complaints and concerns
    
  • Escalate issues to the appropriate airport departments, agencies or airline representatives when necessary
    
• Promotional Activities
  
  • Distribute promotional materials or information about airport events and services
    
  • Restock, reorder, and maintain travel and tourism literature and materials
    
  • Engage in activities and events that enhance the passenger experience
    
• General Administrative Duties
  
  • Maintain records of passenger contacts, inquiries, and feedback
    
  • Maintain logs, record customer service data, and update airport information files and records
    
  • Maintain current and detailed knowledge of airport facilities, services, and events
    

WORK HOURS

• This position is part-time (minimum of 20 hours per week)
  
• Selected candidates must be available to work various shifts (including days, nights, holidays, and weekends) between 6 a.m. to 11 p.m.
  

DESIRABLE QUALIFICATIONS AND CORE COMPETENCIES

The ideal candidate will possess three (3) or more years of extensive customer service experience, preferably in a fast-paced, high-volume environment. Previous experience in the airline/hospitality/hotel/travel industry is highly desirable, but not required.

In addition, the successful candidate must also possess the following core competencies:

Technical Knowledge | Office Experience

• Proficiency in current computer systems and programs as well as modern office practices and procedures and the operation of equipment
• Experience maintaining and managing pertinent information by creating documents, spreadsheets, and other related materials
• Experience utilizing Microsoft Windows, Word, Excel, Outlook, Access, and PowerPoint
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology
• Knowledge of operating telephone systems, including multi-line phones
• Ability to write clear, accurate, and concise emails, reports, and documentation using appropriate language and tone in all written communications

Interpersonal | Communication Skills

• Must have excellent verbal and written communication skills
• Ability to communicate clearly and effectively with passengers, colleagues, and other airport personnel
• Experienced in identifying issues and implementing solutions quickly and efficiently
• Strong critical thinking skills and the ability to make decisions under pressure
• Proven ability to work effectively as part of a team
• Experienced in collaborating with various departments and external partners to ensure seamless operations
• Ability to demonstrating the principles of writing and grammar, including correct spelling and proper word usage, punctuation, and sentence structure
• Ability to exercise discretion and maintaining confidential and/or sensitive information as dictated by the assignment
• Bilingual skills are highly desirable
• Knowledge of principles and processes for providing customer and personal services in an airport/airline/hospitality/hotel/travel industry
• Anticipating and meeting customer needs in all situations
• Establishing productive and professional relationships with internal and external customers in a professional and courteous manner
• Consistently demonstrating a positive attitude and exhibiting a strong work ethic
• Proven ability to handle difficult situations and resolve customer complaints effectively
• Maintain a friendly, approachable, and welcoming expression to create positive interactions

MINIMUM QUALIFICATIONS

Click here to learn more about the minimum qualifications and the physical & mental requirements as well as the environmental & working conditions for the Customer Relations Assistant.

AIRPORT ACCESS REQUIREMENTS
The successful candidate must clear a background check which includes a Criminal History Records Check (CHRC), Transportation Security Administration (TSA), and Security Threat Assessment (STA). Airport Access Badge must be maintained and renewed every two (2) years.

RECRUITMENT PROCESS
Human Resource Services (HRS) screens all application materials for minimum and/or desirable qualifications. After screening, applicants who meet the minimum and/or desirable qualifications will be referred to the next step in the recruitment process. All applicants will be notified via email of their status in the process.

Application Screening | (Refer/Non-Refer)

Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those candidates that meet the qualifications as listed in the job bulletin will be referred to the next step.

Online Assessments (Weighted 100%)
Candidates whose applications reflect the most job-related experience and training will be invited to online assessments. Only the most qualified candidates will be referred to the next step.

Eligible List | Score Groups

Once all assessments have been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

Based on the Department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedure.

Please note: The information you provide on your application and/or response to the supplemental questions may be used as a scoring device, so please be thorough and complete in your response. "See Resume" is not a qualifying response and will not be scored in lieu of the required information.



Veterans Employment Preference (VEPP)
The County is committed to providing a mechanism to give preferential consideration in the employment process to veterans and their eligible spouses and will provide eligible participants the opportunity to receive interviews in the selection process for employment and paid internship openings. Please click here to review the policy.

ADDITIONAL INFORMATION

EMAIL NOTIFICATION
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account. Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com .

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.

FREQUENTLY ASKED QUESTIONS
Click here for additional Frequently Asked Questions.

For specific information pertaining to this recruitment, contact Michelle Bocicor at mbocicor@ocair.com or (949) 252-5174 .

EEO INFORMATION

Orange County, as an equal employment opportunity employer,

encourages applicants from diverse backgrounds to apply.

Non-Management Benefits
In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays--we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System (OCERS).

Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.
http://www.ocers.org/active-member-information

Click here for information about benefits offered to County of Orange employees.

Closing Date/Time: 12/12/2025 11:59 PM Pacific

• 

• County of Orange

• 714.834.5315

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