Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.Monitors or reviews calls or other correspondence between representatives and customers.Ensures that representatives are informed about changes to company products and services.Collects data and prepares reports on customer complaints and inquiries.Prepares monthly reports summarizing the assigned customer service teams performance.Prepares knowledge-based documents such as summaries and responses to frequently asked questions.Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.Assists with budget preparation for the Customer Service department.Performs other related duties as assigned.

Pre-screen various applications and submissions by USCIS customers for accuracy and completeness of initial supporting documentation and schedule applicant appointments, communicating directly with applicant and their representatives.Perform analysis on files, reports, and information systems and databases to update information and maintain data integrity.Produce highly sensitive and secure documents.Identify incoming applications that require expedited service or requests for fee waivers and channel those through the correct work process.Edit and create office documents and correspondence using office automation software, i.e. graphics, databases, spreadsheets and word processing, manage individual case files, account for the movement of files to other locations.Conduct audits of files, and act as a records liaison with other agencies

* Ensures all assigned personnel provide the traveling public with the highest levels of security customer service and professionalism* Direct the work of subordinates to ensure the requirements of Standard Operation Procedures (SOPs) are met* Responsible for reporting directly to the Supervisory Transportation Security Officer (STSO) and performs the functions of an STSO in their absence on security related issues* Routinely implement updated security screening procedures that will serve to protect the traveling public by identifying and preventing any deadly or dangerous objects from being transported onto an aircraft* Performs a variety of duties related to providing security and protection of air travelers airports and aircrafts and various tasks such as: pat down searches operation of x-ray machines property searches and ticket document checking using electronic and imaging equipment* Continuously and effectively interact with the public giving directions and responding to inquiries in a reasonable tone and manner* Stand and remain standing for periods up to three hours without sitting* Lift and/or assist another individual to lift (from the ground) an object weighing 50 pounds* Maintain focus and awareness within a stressful environment containing numerous distractions which includes noise from alarms machinery people time pressure disruptive and disruptive passengers and the requirement to identify and locate potentially life-threatening devices and devices intended on creating massive destruction* Make effective decisions in both crisis and routine situations* Perform other collateral duties as assigned such as: environmental health and safety compliance; equipment maintenance; training and testing; management of uniform and supply inventories; or other tasks as required/assigned. You will regularly interface with other VMD Security management airport management airline staff law enforcement officers and the traveling public