CUSTOMER RELATIONS SPECIALIST (Cruise Services)

This position is responsible for administrative work and maintaining the relationships between the Port Everglades Department and its customers. Work involves assisting the Cruise Services Manager in planning, coordinating, and carrying out the cruise customer relations functions of the Port Everglades Operations Division. It is expected that the job holder will work outside of their regular work schedule, including weekends, as needed. Work involves being in the field, interfacing with cruise line agents, representatives, government officials, port users, and vendors to facilitate the resolution of problems and optimize the delivery of services. Assignments are received from the Cruise Services Manager in the form of broad instructions or general program objectives. Work is performed with considerable independent judgment within established guidelines. Works under general supervision, independently developing work methods and sequences. Performs responsible administrative work maintaining sound working relationships between the agency and its customers.

Works under general supervision, independently developing work methods and sequences.

Requires four (4) years of experience in customer relations, including two (2) years of experience dealing with major cruise lines, airlines, or other relevant business entities.

Must possess valid Florida Driver's License.

Ability to secure and maintain a Transportation Worker Identification credential (TWIC) within 60 days of employment and for the duration of employment.

Ability to secure and maintain a valid Seaport Business Purpose Credential for the duration of employment.

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Promote SunSational Service and focus on providing a hospitable environment for facility users.

Maintain ongoing working relationships with various organizations and coworkers.

Attend trade shows and requisite events, attend meetings with existing/potential partners, and participate in community outreach programs as requested

.Assist the Cruise Services Manager with event requests and coordination of meetings, events and activities being held in Cruise Terminals on non-traditional cruise ship days.

Report any potential hazards, that could impact guests or workers, to appropriate agency management and Risk Management.

Liaison with taxis, vans, and other vendors

.Respond to various requests/issues/inquiries from partners, agencies, and guests.

Recommend modifications to improve the agency and customer experience.

Research and collect data annually.

Assist Cruise Services Manager with site inspections of the cruise terminals, adjacent berths, and parking areas to ensure customers are getting the services needed and complaints are being resolved.

Ensure elevators, escalators, and other relevant equipment are working properly; if not, report through the appropriate channels.

Identify the need for additional/new signage and request through the Facilities Maintenance Division.

Create content for/run accurate schedules on port DMS (Dynamic Message Signs).

Advise and coordinate with customers, vendors, and partners on various operations, marketing, and customer relations matters.

Attend maritime-related business meetings and collaborate with the Operations Supervisor to ensure the safety of guests and employees.

Conduct solicitation meetings with prospective clients to encourage using Port Everglades for cruises; respond to inquiries from prospective clients.

Receive complaints and/or requests from cruise line agents and representatives concerning operational issues; evaluate concerns and interface with appropriate Port personnel/area to resolve them.

Coordinate and maintain detailed analytical records of meetings with cruise line agents and representatives.

Monitor the Port's cruise passenger operations and work closely with the Convention Center, External Affairs, BSO, Security, Parking Coordinator, and other key personnel/areas to efficiently and smoothly manage cruise operations.

Prepare various status reports and provide input to budget development.

Provide hands-on cruise operations support during peak periods; work on weekends as needed and on-call 24/7; maintain regular and predictable attendance.

This job involves a lot of walking, standing, and exposure to the elements.

Ability to establish and maintain effective working relationships with the general public, coworkers, elected and appointed officials, and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, or political affiliation.

Perform related work as required.

• Manages Complexity:
  Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
• Cultivates Innovation:
  Creates new and better ways for the organization to be successful. Offers creative ideas, finds unique connections between previously unrelated elements. Actively encourages and supports others' creativity; builds upon and strengthens new solutions in a positive and collaborative manner.
• Plans and Aligns:
  Plans and prioritizes work to meet commitments aligned with organizational goals. Stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'. Looks ahead to determine and obtain needed resources to complete plans.
• Drives Results:
  Consistently achieves results, even under tough circumstances. Regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.
• Interpersonal Savvy:
  Relates openly and comfortably with diverse groups of people. Takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
• Communicates Effectively:
  Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.
• Situational Adaptability:
  Adapts approach and demeanor in real time to match the shifting demands of different situations. Takes steps to adapt to changing needs, conditions, priorities, or opportunities. Understands the cues that suggest a change in approach is needed; adopts new behaviors accordingly.

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs light to medium work that involves walking or standing virtually all of the time and also involves exerting between 20 and 50 pounds of force on a regular and recurring basis or considerable skill, adeptness and speed in the use of the fingers, hands or limbs in tasks involving close tolerances or limits of accuracy.

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

Involves routine and frequent exposure to traffic; moving machinery.

All Broward County employees strive to demonstrate the County's four core behavioral competencies.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

Copyright 2025 Korn Ferry. ALL RIGHTS RESERVED

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.

Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.

All Broward County employees must 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, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.