Terminal Operations Agent Part Time

Charlotte, North Carolina; Charlotte, Northern (NC, KY); Hybrid; USD 34,000 - 37,000; Full time

Job summary

The City of Charlotte's Aviation Department at CLT is seeking a Visitor Services Assistant to deliver high-quality customer service to visitors, employees, and the traveling public. You will help guests navigate the airport, answer questions, and manage lost-and-found items with a professional approach.

You will issue Visitor Passes, keep the Parking Validation log, respond to inquiries, assist with crowd control, and support airport operations during irregular or emergency events.

Qualifications

• Associates degree plus one year of experience, or graduation from high school/GED plus three years of experience in customer service and/or inventory management preferred.
• Experience with detailed recordkeeping preferred.

Responsibilities

• Provide courteous and helpful service to customers in person and over the phone.
• Issuance of Visitor Passes in accordance with established procedures.
• Maintain and monitor the Parking Validation register.
• Respond to informational inquiries from customers and airport stakeholders.
• Assist with crowd control and passenger movement throughout the Terminal.

Skills

Customer service

Recordkeeping

Data entry

Communication

Teamwork

Education

Associate degree + 1 year experience

High school diploma or GED + 3 years experience

Job description

Department: Aviation Department Salary: $25.00 - $27.57 Commensurate with Experience

Welcome to the City of Charlotte Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents. Our guiding principles include: Attracting and retaining a skilled and diverse workforce Valuing teamwork, openness, accountability, productivity, and employee development Providing all customers with courteous, responsive, accessible, and seamless quality services Taking initiative to identify, analyze, and solve problems Collaborating with stakeholders to make informed decisions

SUMMARY This position provides a high-level of customer service to visitors, employees, tenant partners, and the traveling public. The role will assist customers in finding their way around the airport, answering telephone inquiries, making announcements on the public address system, providing general airport information, and the processing of lost and found items for the Aviation Department at Charlotte Douglas International Airport.

Responsibilities:

• Provide courteous and helpful service to customers in person and over the phone. Responsible for maintaining an awareness of current airport-related news and information, such as parking and ground transportation products, tenant names, and security regulations in order to provide accurate information to the traveling public. Responsible for providing paging services for airport partners and the general public.
• Issuance of Visitor Passes in accordance with established procedures.
• Maintain and monitor the Parking Validation register.
• Respond to various informational inquiries from customers and airport stakeholders, such as flight arrival and departure information, as available.
• Assist with crowd control and passenger movement throughout the Terminal.
• Collect and processes left-behind items from various areas around the Airport, to include but not limited to: Ground Transportation, TSA Checkpoints, various areas of the Terminal, International Arrivals, and CLT offices/departments.
• Record keeping of articles that are lost, found, and claimed.
• Inspects left-behind articles to investigate potential owner of property.
• Create and monitor lost/found claims.
• Perform follow-up of items and inquiries by way of in-person, written, phone and/or email communication(s).
• Prepares and documents articles claimed to be shipped.
• Prepares and records monthly donations of lost items.
• Respond to and participates in airport emergencies and irregular operations in compliance with standard operating procedures, the Airport Emergency Plan, and other established plans.
• Support other Airport Operations Sections by performing assistance duties for irregular and emergency operations such as crowd control, fire watches, escorts, and other duties deemed necessary for continuity of operations.
• Other duties, as assigned.

Minimum Qualifications Associates degree plus one year of experience, or graduation from high school/GED plus three years of experience required preferably in the area of customer service and/or inventory management. Experience with detailed recordkeeping, preferred.

Knowledge, Abilities and Skills:

• Knowledge of and proficiency in computer programs including Microsoft Windows, Microsoft Office, internet research, and database entry and tracking.
• Skills to communicate effectively orally and in writing.
• Skills to efficiently manage multiple priorities and tasks.
• Effective organizational and detail-oriented skills.
• Read, comprehend, and communicated information to others from visual display screens.
• Ability to provide first-rate customer service and represent the Airport in a positive manner.
• Ability to prepare and effectively maintain logs and database with accuracy.
• Ability to work independently with minimal supervision, and as part of a team.

Physical Requirements:

• Sitting about 50% of the time; standing and walking about 50% of the time. Must be able to lift and carry items up to 25 lbs. Works primarily inside but will work some outside with exposure to inclement weather. Work involves extensive public contact.

Sensory Requirements:

• Touch
• Hearing
• Vision
• Speech

General Information:

• Must be able to work assigned shifts, including nights, weekend, holidays, special events, or urgent/emergency situations. Subject to emergency call back to work.
• This position is deemed essential (on-site mission critical) and is not eligible for teleworking.
• Must successfully pass and maintain an active Security Threat Assessment (STA) and Criminal History Records Check (CHRC). Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

When you join the City of Charlotte, you become part of Team Charlotte — a dedicated group of professionals working together to make a meaningful impact on our community and its future.

The City of Charlotte has more than 8,000 employees working across 19 departments to serve close to 1 million residents. From public safety and clean water to transportation, housing and an international airport, our teams deliver essential services to keep Charlotte connected, safe and empowered with opportunity for all.

As public servants, we are guided by a clear mission: to be committed to exceptional service every day.

No matter the department or role, every team member plays a part in helping our city grow, thrive and meet the needs of those who rely on us.

We are a values-driven organization, working collaboratively, acting with integrity and delivering reliable results.

We embrace a forward-thinking mindset, encouraging curiosity, innovation and continuous improvement.

The City of Charlotte is committed to making our services and programs accessible to all.

Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided.

To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

The City of Charlotte is committed to making our services and programs accessible to all.

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