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Educational Value |
This job with CSG’s AirBus service offers several educational benefits: - Customer Service Skills: Working directly with students and addressing their needs—whether it's assisting with special requirements, managing reservations, or answering questions—enhances your ability to provide excellent customer service.
- Problem-Solving and Adaptability: Handling issues like reservation problems, delays, and unexpected situations will improve your problem-solving skills and adaptability. Learning to think on your feet and manage unforeseen challenges is a critical skill in both personal and professional contexts.
- Teamwork and Communication: Coordinating with fellow crew members, drivers, and leadership fosters teamwork and enhances your communication skills. Using tools like Slack for updates and ensuring clear communication in a fast-paced environment will help you develop strong collaborative abilities.
- Leadership and Responsibility: As a road supervisor, you’ll have additional responsibilities such as driving University vehicles and managing the logistics of staff and equipment. This role will help you build leadership skills and gain experience in a position of responsibility.
- Time Management and Punctuality: The job requires strict adherence to schedules and managing your time effectively, which are crucial skills in any professional environment.
- Technical Skills: Using various devices and technology for tasks such as check-ins and monitoring will enhance your technical proficiency, which is increasingly important in many career paths.
- Self-Management: Working independently or with minimal supervision helps develop self-management skills. You'll learn to be proactive, organized, and self-reliant, which are key attributes in any job.
Overall, this position provides practical experience in a real-world setting, helping you develop a range of skills that are valuable across various career fields. PLEASE EMAIL @csg.programmanager@umich.edu WITH YOUR RESUME TO APPLY! |
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Job Requirements |
General qualifications We need a special kind of leader for our team. This is what we're looking for: Punctuality—this is absolutely critical! Problem solving skills Teamwork and willingness to help cover duties when needed A true willingness to help your fellow students in every way you can—i.e. not just punching the clock Management skills—both self management and management of others Top-notch customer service skills The ability to see the big picture
While previous experience with AirBus or with CSG in general is not required, it is very helpful. Specific duties Here is a breakdown of what you will be doing as an AirBus Program Assistant. The AirBus Program Assistant will also perform other duties as necessary; this job description does not restrict the tasks that may be assigned. This job description is subject to change at any time. Planning, scheduling, and budgeting (15-25%) Develop and book bus schedules that maximize convenience and flexibility for passengers Develop a budget for each semester’s operations and create a budget proposal for approval by the CSG Assembly and President Track and analyze program expenditures Draft reports for relevant stakeholders, including the CSG Assembly Create and implement emergency procedures to ensure preparedness for severe weather and other unanticipated events during service Lead the recruitment and hiring of Crew Members and Road Supervisors, including coordinating and conducting interviews, selecting applicants and sending offers, and passing on accepted offers to the relevant individuals for further processing Manage, onboard, oversee, and train a staff of 12-16 Crew Members and Road Supervisors, fostering a team dedicated to superior customer service and on-the-spot logistical problem-solving Coordinate with the airport authority to ensure service compliance with all ground transportation service provider requirements, including securing necessary parking permits from DTW Oversee other administrative tasks for the AirBus Program
Customer service, billing, and communication (15-25%) Serve as the primary point of contact for all customer service inquiries, especially on day-of-departure, working with passengers to ensure service satisfaction Regularly maintain the AirBus inbox and respond to emails in a timely and professional manner Oversee marketing for the AirBus Program, including coordinating with the CSG communications team to develop and send mass emails Coordinate with the CSG Website manager/developer to update the AirBus webpage, including uploading and changing reservation times Send Eve-of Reports and post-trip surveys Set up, track, and maintain Sessions registration for the AirBus program Download, consolidate, verify, and submit charge files according to the Contract of Carriage to promptly and accurately charge passengers for their service Accurately and fairly field charge disputes, investigating and resolving by issuing refunds when necessary, and denying refunds and explaining reasoning when appropriate
Operations (40-70%) Problem-solve any issues that arise during service, collaborating with Road Supervisors, Crew Members, and the Program Manager as needed Manage the relationship with the vehicle provider, including communicating instructions, staffing requirements, and resolving logistical challenges Serve as on-call staff during AirBus operating times Perform, either as scheduled or on an unscheduled basis, all duties of an AirBus Crew Member or Road Supervisor (if qualified for the latter), which include the following: Checking students in (using devices we provide and/or your own devices) and handing them boarding passes Collecting boarding passes as students board Helping passengers requiring special assistance, including passengers with disabilities, with or without advance notice Managing reservation issues to the best of your availability, and working the standby list Ensuring students board in an orderly fashion Encouraging students to put larger luggage under the bus Working with the driver on anything you need them to do differently (parking locations, departure times, etc) Monitoring for suspicious items or behavior and reporting anything to leadership Keeping the team updated through Slack and other communication tools on the status of buses (arrivals, departures, delays, issues) Answering questions about where the bus will drop off, when the bus will depart/arrive, and other basic service questions Road Supervisors only: Operate a University vehicle both within the U-M campus and to the U-M campus to DTW airport
Work environment This job operates both indoors, either in a professional office environment or in public areas of the airport, and outdoors, at campus bus stop locations. These outside conditions may include inclement weather, heat, and humidity. Noise level may be loud at times, and there may be very occasional exposure to vehicle exhaust and fumes (both coming from vehicles operating in confined spaces, mostly in the airport). Spaces may occasionally be cluttered, confined, and crowded with passengers and their luggage. The Program Assistant will constantly operate computers and mobile phones and their peripherals, printers, filing cabinets, and other common office equipment. Physical demands Must be able to move objects, including up to 60lbs (large sidewalk signs, which have handles), short to medium distances and lift these objects up to 3 feet into a vehicle trunk. Must be able to remain in a stationary position up to 90% of the time, and must be able to frequently move medium to long distances to get from stop locations to vehicles to direct riders. Very occasionally must move between stops if coverage of multiple stops is needed (up to 1 mile). Must be able to constantly exchange accurate information with passengers in person, via telephone, and via email. Must frequently be able to work lengthy shifts at the airport. |
