Customer Relations Supervisor bei County of Orange, CA
County of Orange, CA · Costa Mesa, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Costa Mesa
About the Department
Thursday, September 25, 2025 at 11:59PM PST.
JOHN WAYNE AIRPORT
The award-winning John Wayne Airport, Orange County (JWA) has been a major cornerstone of Orange County for more than 100 years. Located in beautiful Southern California, we currently serve approximately 11.7 million annual passengers. We strive to provide a superior guest experience to ensure travel is convenient and stress-free. The County of Orange owns and operates John Wayne Airport, Serving more than three million people within 34 cities and unincorporated areas of Orange County and beyond.
As a medium hub airport, we have commercial flights to more than 40 non-stop destinations in the U.S., Mexico, and Canada. Eleven commercial airlines and two air cargo airlines fly out of the Airport. It is home to nearly 500 general aviation (private, non-commercial) aircraft, representing 60% of total operations, and includes two full-service fixed base operators and one limited use general aviation facility.
- Mission: Connecting People, Places and Opportunities.
- Vision: To be an airport of choice by creating exceptional experiences.
- Core Values: REACH
- Respect
- Environmental Stewardship
- Accountability
- Collaboration
- Honesty
To learn more about the County of Orange, click here.
PUBLIC AFFAIRS DIVISION
The Public Affairs division is comprised of five units: Access and Noise, Communications, Customer Relations, Government Relations, and Media Relations. Public Affairs staff are charged with responding to media and public inquiries; serving as front-line customer service agents; coordinating Ambassador and Tour Guide volunteer programs; planning and organizing museum-quality exhibitions; disbursing information via the Airport website; tracking local, state and federal legislation; enforcing the "Settlement Agreement," educating the surrounding communities about access and noise issues, and handling noise complaints.
THE OPPORTUNITY
The Customer Relations Supervisor reports directly to the Customer Relations Manager and plays a key leadership role in ensuring that John Wayne Airport (JWA) delivers a world-class guest experience. The selected candidate will lead, coach, and develop a team of Customer Relations Assistants (CRAs) who serve as the front -line representatives of the Airport.
In this role, the supervisor will oversee a team of CRAs who respond to guest inquiries, provide wayfinding assistance, manage the Airport’s call center, and staff information booths throughout the terminal. The position also contributes to guest experience initiatives by assisting with programs such as airport tours, volunteer engagement, special events, and accessibility services. In addition, the supervisor collaborates with the Customer Relations Manager and Guest Experience Manager on projects that advance the Airport’s customer service goals, including process improvements, technology enhancements, and staff training initiatives.
The Customer Relations Supervisor gains valuable experience working in a fast-paced, highly visible environment that requires problem-solving, diplomacy, and strong communication skills, while representing the Airport’s values by fostering a welcoming, inclusive, and customer-focused culture. It is an excellent opportunity for a motivated leader with strong supervisory skills and a passion for customer service to make a meaningful impact on the guest experience at one of the nation’s busiest airports.
WORK HOURS
The incumbent will be required to work a rotational schedule that includes morning and night shifts, as well as weekends and some holidays, to meet the operational needs of the Airport. The Customer Relations team operates daily from 6:00 a.m. to 11:00 p.m.
- A morning shift typically runs from 6:00 a.m. to 2:30 p.m.
- A night shift typically runs from 2:30 p.m. to 11:00 p.m.
DESIRABLE QUALIFICATIONS AND CORE COMPETENCIES
The ideal candidate will have a minimum of three (3) years of supervisory experience leading a medium-sized team of staff members with leadership experience in customer service, hospitality, travel, tourism, or similarly dynamic environment.
The most successful candidates must possess demonstrated experience in the core competencies listed below:
Customer Relations & Guest Experience
- Demonstrates proven ability to design, implement, and evaluate customer service strategies and guest experience initiatives in a high-volume, public-facing environment
- Anticipates and responds to the evolving needs of internal and external customers with diplomacy, empathy, and problem-solving
- Leverages data, feedback, and industry best practices to improve customer-facing programs and drive continuous service enhancements
- Champions a culture of hospitality, accessibility, and inclusivity, ensuring that all guests feel welcomed and supported
Supervision & Leadership
- Provides strong, hands-on leadership by setting clear expectations, holding staff accountable, and modeling professional behavior
- Effectively manages and motivates a team through coaching, mentoring, and staff development opportunities
- Demonstrates ability to navigate sensitive personnel issues and apply consistent performance management practices, including counseling and discipline when necessary
- Aligns day-to-day staff operations with the strategic goals of the Airport and County, ensuring organizational vision is effectively communicated and reinforced
- Builds team engagement by recognizing achievements and fostering a sense of shared mission
Effective Communication
- Communicates with clarity, tact, and professionalism across all levels of the organization and with the public
- Builds consensus and buy-in from staff to support departmental initiatives and operational goals
- Delivers concise, persuasive presentations and written communications to diverse audiences
- Ensures stakeholders and traveling public receive timely, accurate, and accessible information, including during sensitive or high-stakes situations
- Actively shares knowledge and resources to support cross-department collaboration and team growth
Problem Solving & Analysis
- Makes sound, ethical decisions under pressure when faced with limited or conflicting information
- Applies creative and contemporary approaches to resolve guest issues, operational challenges, and staff concerns
- Gathers and analyzes data to inform decisions, measure program effectiveness, and support departmental planning efforts
- Anticipates potential issues and develops alternative solutions that balance guest needs, operational efficiency, and organizational policy
Planning & Organization
- Sets clear project and team goals aligned with County and departmental priorities
- Plans, organizes, and allocates resources to ensure efficient staffing and coverage of information booths and service functions
- Demonstrates ability to manage multiple projects simultaneously while meeting deadlines and quality standards
- Adapts effectively to changing priorities and integrates new initiatives without disrupting core services
- Practices fiscal responsibility and ensures resources are used efficiently to maximize value for the Airport and the public
Click here to view the minimum qualifications for Office Supervisor B.
LICENSE REQUIRED
Possess and maintain a valid California Driver's license, Class C or higher as well as the ability to obtain and maintain a TSA Security and Clearance is required by date of appointment.
AIRPORT ACCESS REQUIREMENTS
Employees must clear a background check, which includes a Criminal History Records Check (CHRC), Transportation Security Administration (TSA) check, and Security Threat Assessment (STA) check. Possession of, or ability to obtain, a valid Airport Access Badge with an Airport Driving Endorsement within ten (10) days of employment. Airport Access Badge must be maintained and renewed every two (2) years.
RECRUITMENT PROCESS
Human Resource Services (HRS) will screen applications and supplemental responses for qualifications that meet minimum qualifications, are highly desirable, and are most needed to successfully perform the duties of this job. Only those applicants that meet the qualifications as listed in the job bulletin will be referred to the assessment step.
Application Screening | (Refer/Non-Refer): Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those candidates that meet the qualifications as listed in the job bulletin will be referred to the next step.
Structured Oral Interview (SOI) | Structured Oral Interview (Weighted 100%)
Applicants will be interviewed and rated by a panel of job knowledge experts. Each applicant's rating will be based on responses to a series of structured questions designed to elicit the candidate's qualifications for the job.
Eligible List | Score Groups: Once all assessments have been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.
Based on the Department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedure.
Please note: The information you provide on your application and/or response to the supplemental questions may be used as a scoring device, so please be thorough and complete in your response. "See Resume" is not a qualifying response and will not be scored in lieu of the required information.
Position Duties
EMAIL NOTIFICATION
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.
Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.
NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.
FREQUENTLY ASKED QUESTIONS
Click here for additional Frequently Asked Questions.
For specific information pertaining to this recruitment, contact Michelle Bocicor at [email protected].
Minimum Qualifications
Orange County, as an equal employment opportunity employer,
encourages applicants from diverse backgrounds to apply.
