Terminal Operator

Aviation Department Customer Service Representative

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 include:

• Providing courteous and helpful service to customers in person and over the phone.
• Issuance of Visitor Passes in accordance with established procedures.
• Maintaining and monitoring the Parking Validation register.
• Responding to various informational inquiries from customers and airport stakeholders.
• Assisting with crowd control and passenger movement throughout the Terminal.
• Collecting and processing left-behind items from various areas around the Airport.
• Recording keeping of articles that are lost, found, and claimed.
• Inspecting left-behind articles to investigate potential owner of property.
• Creating and monitoring lost/found claims.
• Performing follow-up of items and inquiries by way of in-person, written, phone and/or email communication(s).
• Preparing and documenting articles claimed to be shipped.
• Preparing and recording monthly donations of lost items.
• Responding to and participating in airport emergencies and irregular operations.
• Supporting other Airport Operations Sections by performing assistance duties.
• 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. 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.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.