Customer Service Supervisor (Airport) - Promotional Only

Customer Service Supervisor (Airport) - Promotional Only St. Louis, MO Job Details Full-time $45,630 - $62,192 a year 1 day ago Qualifications Statistics Computer operation Basic math Regulatory compliance Compliance audits & assessments Collaborating with government agencies Mid-level Bachelor's degree in business administration Public Administration Schedule management Supervising experience Policy & process development Math Bachelor's degree Team management Bachelor's degree in aviation management Data analytics Bachelor's degree in public administration Annual budget preparation Computer skills Business Administration Overseeing audit functions Office management 4 years Business Regulatory compliance management Overseeing training Customer complaint resolution Office experience Performance evaluation

Full Job Description Description Salary:

$45,630 - $62,192

Position Grade:

13

M Department:

Airport Job Type:

Full-Time (Permanent)

Examination Number:

EX1632

Location:

St. Louis Lambert International Airport (Employees assigned to St. Louis Lambert International Airport may be eligible for a commuting allowance of $180.00 bi-weekly.) Promotional - Open to Permanent City Employees Only. Under the general direction of the Airport Security Manager, Security Operations Division, this position supervises a team of agents that perform security sensitive tasks related to the Airport's security credentialing program in accordance with Title 49 CFR Part 1542 (Airport Security), Transportation Security Administration Security Directives (TSA SDs), TSA National Amendments, and the Airport Security Program (ASP). Badged employees include Airport Authority personnel as well as all other airport tenants, contractors, vendors, and any other employer operating on airport premises. This position is one of high trust and is responsible for confidential sensitive security information (SSI) and personal identifying information (PII). Eligible applicants must pass a fingerprint-based Criminal History Record Check (CHRC) and Security Threat Assessment (STA).

Essential Functions and Responsibilities:

Prioritize and supervise the overall activities of STL's Airport Badging Office. Direct, supervise, train, schedule, and evaluate the performance of staff assigned to the ABO. Review, recommend, and draft policies and procedures. Develop and maintain collaborative relationships with the TSA, Transportation Security Clearinghouse (TSC), Customs and Border Patrol (CBP), other federal agencies, Airport Authority Divisions, and all other Airport stakeholders to provide for efficient and effective customer service. Ensure access media is issued in compliance with TSA federal requirements. Manage and ensure proper auditable documentation is maintained regarding applications and dispositions per regulatory requirements. Manage TSA audits related to airport-issued ID badges. Fingerprint badge applicants. Draft budget proposals. May serve as an alternate Airport Security Coordinator (ASC). Investigate problems and coordinate activities with airport stakeholders for corrective actions, including preparation of correspondence and statistical reports. Ensure adequate supplies are in stock for issuance of access media. Assist in FBI Criminal History Record Check adjudication processes to include retrieving fingerprint results from a secured government website. Ensure applicable badge holders are enrolled in the FBI Rap Back Program. Manage and ensure proper auditable documentation is maintained regarding applications and dispositions per regulatory requirements. Manage TSA audits related to airport-issued ID badges and resolve negative findings to mitigate TSA civil penalties. Fingerprint badge applicants using skilled electronic fingerprinting techniques. Draft budget proposals related to AOB operations to be included in the Division's annual budget. May serve as an alternate Airport Security Coordinator (ASC).

Knowledge, Skills, and Abilities:

Data Utilization:

Requires the ability to perform mid-level data analysis including the ability to audit, deduce, assess, conclude and appraise. Requires discretion in determining and referencing such to established criteria to define consequences and develop alternatives. .

Human Interaction:

Requires the ability to provide first line supervision. Ability to persuade, convince, and train others. Ability to advise and provide interpretation regarding the application of policies, procedures and standards to specific situations.

Equipment, Machinery, Tools and Materials Use:

Requires the ability to operate, maneuver and/or provide simple but continuous adjustment on equipment, machinery and tools such as a personal computer, supervisory telephone, answering machine and/or materials used in performing essential functions.

Verbal Aptitude:

Requires the ability to utilize a variety of advisory data and information such as log sheets, performance appraisals, purchase orders, policy manuals, and non-routine correspondence.

Mathematical Aptitude:

Requires the ability to perform addition, subtraction, multiplication and division; calculate percentages, and decimals.

Functional Reasoning:

Requires the ability to apply principles of influence systems such as supervision, managing, leading, teaching, directing, planning, coordinating and controlling. Ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Situational Reasoning:

Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against sensory, judgmental and/or subjective criteria, as opposed to criteria that are clearly measurable or verifiable.

Environmental Factors:

Work is normally performed in an office environment under generally safe and comfortable conditions where exposure to irate individuals poses a very limited risk of injury.

Physical Requirements:

Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and pulling of objects weighing five (5) to ten (10) pounds, such as a box of computer paper. Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements:

Requires the ability to recognize and identify individual characteristics of colors, shapes and sounds associated with job-related objects, materials and tasks, such as using a computer or monitoring subordinate's interactions.

Other Requirements:

Must be available to work varying shifts including nights, weekends, holidays, and overtime. A ten year background investigation will be conducted in accordance with FAA regulations for positions at St. Louis Lambert International Airport. Qualifications A Bachelor's degree in Security, Public Administration, Business Administration, Aviation Management, or a related field; OR four years experience performing public contact work in an office environment where customer service is the primary responsibility, which includes responding to complaints, concerns, requests for service, and handling difficult or complex customer service issues; OR an equivalent combination of education, training and experience.

Scoring Components and Their Weights Experience and Training:

100% May be Subject to:

Background Investigation:

Pass/Fail Medical Examination:

Pass/Fail Documentation of Academic Credentials must be Submitted Upon Request When completing the Employment History and the Educational/Training History sections of the Employment Application, please be as thorough as possible when describing your education, training and experience relating to this position. Applicants will only receive credit for their experience, training and education as shown on the application. Resumes will not be accepted as a substitute to a fully completed application. Incomplete applications will not be considered. Veterans Preference Points To be eligible for veteran's preference points, the applicant must submit a copy of their DD 214 Certificate of Release or Discharge from Active Duty with the Employment Application or upon request. The Director of Personnel may, in their discretion, accept alternate documentation. City Residence Preference Points City residents who pass an examination for a position in the classified service and do not receive any other preference will receive a five (5) point preference on a scale of 100 points on the exam. An additional one (1) point shall be added to the passing score of City residents who receive any other preference on a scale of 100 points. City residents must have resided in the City for at least one (1) year at the time of filing their application to be eligible for the preference points. Accommodations If assistance with the job application is necessary based on a physical impairment, mental impairment, or otherwise, they should reach out to the Office on the Disabled with contact information. This office will not disclose any information that an applicant or employee has a disability or has discussed possible accommodations without the applicant's or employee's prior consent.

Job Posting :

Apr 6, 2026, 11:30:13 AM