Customer Solutions Coordinator - AIOC - SFO (1304)

IMPORTANT: IN ORDER TO BE CONSIDERED FOR THIS POSITION, YOU MUST SUBMIT AN APPLICATION AND A RESPONSE TO THE SUPPLEMENTAL QUESTIONNAIRE BELOW: 

1304 Customer Solutions Coordinator - Supplemental Questionnaire

Note: Candidates deemed qualified will be invited to participate in a performance exercise. This exercise will take place from September 2 to September 8, 2025 (dates subject to change).

San Francisco International Airport (SFO), an enterprise department of the City and County of San Francisco, has a workforce of approximately 1,900 City employees and is committed to being a diverse, equitable, and inclusive employer.

SFO is more than an airport—we are a dynamic organization where employees collaborate with a wide range of stakeholders to support global travel, economic development, and public service. We are recognized as a leader in environmental sustainability, equity, and forward-thinking infrastructure, and continue to be at the forefront of transforming the travel experience.

Our mission is to deliver an airport experience where people and our planet come first.

Our Vision, Mission, and Core Values shape our culture and operations as we continue to build a supportive, purpose-driven workplace where all employees can thrive.

Learn more about careers at SFO at flysfo.com, and follow us on Facebook, Instagram, YouTube, LinkedIn, Bluesky and Threads.

APPOINTMENT TYPE: Temporary Provisional (TPV). This is not a permanent appointment. A provisional appointee must participate and be successful in a Civil Service examination for this classification and be selected through an open competitive process in order to be considered for permanent appointment. Provisional appointments may not exceed three (3) years.

Specific information regarding this recruitment and position are listed below:

• Application Opened: Monday August 18, 2025.
• Application Deadline: Friday August 22, 2025 at 5:00 PM.
• Compensation: $88,140 to $107,172 Annually
• Work Schedule: Full-time, 40 hours per week. This is a 24/7 operation environment. Shift times will vary and employees must be able to work day, swing or graveyard shifts as needed, which may include weekends and holidays.
• Work Location: San Francisco International Airport – Airport Integrated Operations Center. This position will be required to work onsite full-time.

The Airport Integrated Operations Center (AIOC) will be SFO’s 24/7 guest centric nerve center with end-to-end visibility through a common operating picture. The AIOC will be staffed with skilled teams and decision makers that set the Daily Operations Plan, mitigate pain points and share information to promote healthy airport operations. The AIOC will be more than a room with innovative technology and skilled operators; it is a mindset that drives our day-to-day operation to create a seamless and responsive travel experience for everyone. The AIOC will create an extraordinary guest experience through centralized operational control - enabling informed, data-driven decisions and managing all reported issues with care, while working in collaboration to provide a safe, secure, and seamless guest experience.

Under direction from the Customer Solutions Supervisor, the Customer Solutions Coordinator will serve as the first contact for all external and internal SFO stakeholders who contact the AIOC with questions, operational issue reports, or other related items. The Customer Solutions Coordinator will provide excellent customer service while receiving, logging, and resolving requests, reports, and questions for the AIOC. The Customer Solutions Coordinator will also coordinate across AIOC and SFO teams to answer customer queries, share and resolve complaints with relevant personnel, and escalate reports of operational issues, with the goal of enhancing the customer experience of all SFO passengers and guests.

As a member of the AIOC, the Customer Solutions Coordinator expected to work collaboratively with all AIOC personnel in addition to other SFO team members to monitor and manage operations, solve problems, make decisions, generate innovative ideas, and share information across SFO teams and stakeholders.  

Essential functions and duties include:

• Answer, screen, and resolve incoming AIOC telephone calls or other forms of communication as appropriate; collaborate with AIOC personnel as needed to work issues through to resolution.
• Address and resolve questions, complaints, compliments, and suggestions received via online channels in a courteous and timely manner by using available resources and thinking creatively to identify effective solutions within established guidelines.
• Provide excellent customer service to all individuals who contact the AIOC, including passengers, airlines, airport partners, SFO employees, and the media.
• Maintain situational awareness across the airport operation to appropriately address the needs of all people who contact the AIOC by accessing information electronically and/or interpersonally in the AIOC.
• Elevate customer issues to the correct positions within the AIOC, such as AIOC and SFO Leadership including the Current Operations Team Leader and SFO Customer Care team, by understanding when enhanced expertise is needed.
• Input work requests into the work order system to resolve customer issues as needed and requested.
• Complete customer intakes and log their issues into appropriate software with details of their questions/requests and the assistance you provided, providing a resolution when appropriate
• Inform dispatch and deployment personnel when field teams are needed to respond to operational events.
• Coordinate with appropriate resources to answer or direct customer questions to resources who can answer in multiple languages.
• Provide accurate, clear, and timely information to the public and appropriate SFO personnel in emergency situations, as necessary.
• Operate and monitor the paging system to relay important messages, coordinate assistance, and enhance the customer experience.
• Actively tracking social media engagement by identifying concerns, and guiding discussions offline to provide personalized support.
• Perform other functions outlined in the 1304 Customer Service Representative job classification.

Experience:

Any combination equivalent to experience and training that would provide the required knowledge, skills and abilities would be qualifying. A typical way to obtain the knowledge, skills and abilities would be: Successful completion of the 1302 Customer Service Representative Trainee program.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Desirable Qualification:

• Knowledge of SFO’s unique operating characteristics.
• Experience working in a customer service-focused role in an airport, transportation hub, or hospitality environment.
• Ability and skill to understand and speak and write English clearly and quickly; ability to speak and write a language in addition to English.
• Ability to work courteously, tactfully and effectively with the public, SFO, and AIOC personnel.
• Ability to apply de-escalation techniques when providing customer service over the phone.
• Ability to type 35 net words per minute.

Any stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

Verification

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. 

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.  

Selection Procedures:

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

The selection process will include evaluation of applications in relation to minimum requirements.  Applicants meeting the minimum qualifications are not guaranteed advancement to interview.  Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates.  If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview.

Notes:  Applicants who meet the minimum qualifications are not guaranteed advancement through all of the steps in the selection procedure.

Transportation Security Administration (TSA) Security Clearance: Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Terms of Announcement and Appeal Rights:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/. 

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

HR Information: If you have any questions regarding this recruitment or application process, please contact Senior People Projects Business Partner Carol Wong at [email protected].

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.