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Human Resources Division
115 South Andrews Avenue, Room 508
Fort Lauderdale, Florida 33301


Class Code:Y0916

PORT EVERGLADES CUSTOMER RELATIONS MANAGER

NATURE OF WORK

This is responsible administrative work maintaining sound working relationships between the Port Everglades Department and Port Everglades customers.


Work involves assisting the Director of Business Development in planning, coordinating and carrying out the customer relation functions of the Port Everglades' Business Development Division. Work includes interfacing with cruise line agents and representatives in order to facilitate the resolution of problems, and to optimize the delivery of services. Assignments are received from the division director in the form of broad instructions or general program objectives. Work is performed with considerable independent judgment within established guidelines. Performance is reviewed periodically through conferences and written reports.

ILLUSTRATIVE TASKS

Receives complaints and/or requests from cruise line agents and representatives concerning operational problems; evaluates problems; interfaces with Port operational staff to resolve problems and complaints.

Coordinates and maintains detailed analytical records of meetings with cruise line agents and representatives.

Monitors the Port's cruise passenger operations.

Assists in the development of the division's budget.

Prepares various status reports.

Assists in the marketing and public relations sections of the Business Development Division.

Performs related work as required.

KNOWLEDGE, ABILITIES AND SKILLS

Considerable knowledge of the principles and practices of the cruise industry and cruise line operational policies.

Knowledge of current literature, trends and developments in the field of marketing and customer relations.

Ability to compile and maintain accurate and relevant records and reports.

Ability to express ideas effectively both orally and in writing.

Ability to analyze facts and exercise sound judgment in decision making.

Ability to coordinate Port services in order to maintain effective customer relations.

Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.

Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, gender, national origin, age, marital status, political affiliation, familial status, disability, sexual orientation, pregnancy, or gender identity and expression.

DESIRABLE EXPERIENCE AND TRAINING

Graduation from an accredited four year college or university with major course work in public or business administration, marketing management, or related field; four (4) years experience in customer relations, including two (2) years experience dealing with major cruise lines; or any equivalent combination of relevant training and experience.

SPECIAL NECESSARY REQUIREMENT

Possession of valid FL Drivers License

GENERAL INFORMATION

Bargaining Unit: Unrepresented
FLSA Status: Exempt
Code of Ethics
Certification: No
Class Spec Estab./Revised: E11/94 R1/12


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