Communication Center Coordinator

Atlanta Airlines Terminal Company, LLC (AATC); Atlanta (GA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Benefits package

Job summary

Atlanta Airlines Terminal Company, LLC (AATC) is seeking a Communication Center Coordinator in Atlanta, GA to manage and coordinate critical operations across the airport’s communication channels. The role serves as the frontline point of contact for all calls and requests and requires ensuring continuous staffing and service levels in the Communication Center.

The coordinator supports passengers, airlines, and partners by documenting concerns and coordinating responses with internal teams,

Qualifications

• High School Diploma or equivalent.
• Related experience in a call center/dispatch environment.
• Flexible schedule including nights, weekends, and holidays.
• Ability to obtain ATL badge approval with fingerprint background check.
• Ability to walk through airport and lift up to 50 pounds.

Responsibilities

• Coordinate communication activities and asset distribution during fire alarm events.
• Coordinate passenger and airport injury communications.
• Monitor alarm systems and coordinate responses to issues.
• Receive and relay information to teams to resolve situations quickly.
• Input data into EAMS and maintain the Supervisor Shift Log.
• Manage lost & found records after hours per policy.
• Issue and log operational keys to requesting parties.

Skills

Excellent communication

Problem-solving

Customer service orientation

Team collaboration

Education

High School Diploma or equivalent

Tools

EAMS

FIKE fire alarm system

Building Management System (BMS)

Job description

Job Title: Communication Center Coordinator

Department: Operations

Salary: $45,792

Reports to: Communication Center Supervisor

FLSA Status: Non-Exempt

Position Summary

The Communication Center Coordinator is responsible for management and coordination of activities that are generated throughout Hartsfield Jackson Atlanta International Airport. They are the frontline communication point for all calls and other requests that come to the AATC Communication Center. The AATC Communication Center is staffed at all times.

The Communication Center Coordinator serves an important role in supporting, communicating, and documenting concerns impacting the passengers, airlines, ATL team members, partners, and concessions at the Airport.

Responsibilities

• Coordinate communication activities and asset distribution associated with system-initiated Fire Alarms or possible fire situations including but not limited to reports of smoke, smell of smoke, gas odors, etc.
• Coordinate and communicate activities related to passenger and other airport injuries.
• Monitor all systems including the fire alarm system (FIKE), Metasys (escalators) and the building management system (BMS). Coordinate response to system identified issues such as fire alarms or escalator/elevator issues.
• Receive telephone and radio communications from internal/external customers and communicate information to appropriate team/organization to remedy situation in a timely manner.
• Manage and input necessary data and communications into Enterprise Asset Management System (EAMS) as well as the Supervisor Shift Log.
• Receive, record and release Lost & Found items after normal business hours in accordance with AATC’s Lost & Found policies and procedures.
• Responsible for issuing and logging operational keys to requesting parties.
• Support continuous process improvement by studying processes and procedures to identify causes for non-compliance, communicating findings and ensuring corrective action.
• Ensure all health, safety and security procedures are adhered to and areas of concern are reported to the appropriate parties in a timely manner.
• Establish/maintain working relationships with the internal/external customers and other departmental AATC team members to ensure the highest level of communications and customer service.
• Continuously review the performance of AATC partners to ensure that services rendered meet contract specifications. Notes deficiencies, initiates corrective action, and follows up to ensure that work is promptly performed in a satisfactory manner.
• Perform assigned Preventative Maintenance checks and related activities in AATC parking lots as well as other AATC oversight areas.
• Respond to internal/external customer requests through coordination with concessions, partners, and maintenance services.

Qualifications And Requirements

• High School Diploma or any equivalent combination of training, education, or experience.
• Related experience in a call center/dispatch environment.
• Able to work a flexible schedule (nights, weekends, and holidays).
• Must be able to pass requirements for approval for an ATL badge with customs seal. This includes a 10-year background search by fingerprint analysis.
• Ability to walk throughout the airport environment and lift up to 50 pounds as required for operational support and cross-training activities.

Success Characteristics

• Strong interpersonal, communication and problem-solving skills across a diverse group of internal/external customers.
• Must have a passion for customer service excellence.
• Demonstrates organizational skills with the ability to successfully manage multiple priorities in a dynamic environment. Effectively multi-task and recognize and address important and time-sensitive tasks.
• High level of integrity and dependability with a strong sense of urgency, accountability and result oriented. Able to work independently with minimal direction.
• Team oriented with the ability to build consensus and effective relationships.

This position is in Atlanta, GA. Atlanta Airlines Terminal Company is an Equal Opportunity Employer offering competitive compensation and an excellent benefits package.