Guest Experience Coordinator, FT

Job Description

Job Description

Description:

Altitude Access Solutions Inc. , the new operator of the Syracuse Hancock International Airport parking operation is growing and seeking dedicated, hardworking individuals to join our team. As our operations expand, we have multiple new positions available. We are looking for Guest Experience Coordinators (full-time) who take pride in their work, value excellent customer service, and enjoy contributing to a positive, reliable, and safety-focused environment.

The Guest Experience Coordinator serves as the primary customer service and administrative point of contact for guests utilizing airport parking facilities operated by Altitude Access Solutions (AAS). This position is responsible for delivering exceptional customer service by assisting guests with parking reservations, access issues, intercom communications, payment inquiries, and general parking-related questions.

The Guest Experience Coordinator works in a technology-driven environment and plays a critical role in supporting the customer experience through systems such as BusGenius, QR-code reservation platforms, Designa parking access controls, and other customer service technologies. This position is primarily office-based and serves as the first point of contact for many customer interactions.

Work Schedule: This position must have the ability to work the following assigned shifts: 7:00 a.m. to 3:30 p.m.; 3:00 p.m. to 11:30 p.m.; or 11:00 p.m. to 7:30 a.m., and must be available to work evenings, weekends, and holidays, as well as during severe weather events and emergencies as needed to support 24/7 operations. 

Essential Functions/Duties/Responsibilities  

Customer Service

• Answer incoming customer calls, intercoms, and electronic inquiries regarding airport parking services.
• Assist guests experiencing issues with reservation QR codes, parking access credentials, payment systems, and parking equipment.
• Verify customer eligibility and remotely grant access or exits in accordance with established procedures for reservations, lost tickets and other approved exceptions. Document as required. 
• Provide guests with parking information, rates, directions, shuttle information, and other airport-related assistance.
• Resolve customer concerns professionally and escalate complex issues to supervisors as necessary.
• Document customer interactions and maintain accurate records of service requests and complaints.

Administrative Support

• Monitor parking management software and customer service platforms.
• Assist with processing refunds, duplicate receipt requests, customer adjustments, and account inquiries in accordance with company policies.
• Maintain records, reports, logs, and customer correspondence.
• Manage the Monthly Parking Program with the utmost integrity and professionalism.
• Generate daily and monthly operational reports as assigned.
• Support data entry and administrative projects related to parking operations and guest services.
• Assist with badge access records, lost ticket documentation, and reservation audits.

Operations Support

• Monitor parking occupancy levels and communicate operational issues to supervisors and other stakeholders.
• Coordinate with shuttle drivers, maintenance staff, and supervisors regarding customer service matters.
• Assist in emergency communications and incident documentation.
• Support the implementation of new customer service initiatives and technologies.
• Executes additional responsibilities as assigned to support operational continuity and organizational objectives.

• Strong customer service orientation and conflict resolution skills.
• Ability to remain calm and professional during stressful situations.
• Excellent verbal and written communication skills
• Excellent organizational and multitasking abilities.
• Strong attention to detail and accuracy.
• Ability to exercise sound judgment when granting access or resolving customer issues.
• Ability to work well under stress 
• Ability to de-escalate difficult situations with customers
• Comfortable working with technology platforms, reservation systems, cameras, and access control systems.
• Ability to communicate effectively with guests, airport tenants, airlines, and the public.
• Good knowledge of Microsoft 365, including SharePoint, Teams, Excel, Word, and Outlook
• Ability to learn parking management, reservation, and access control software systems.
• Ability to use communication devices, such as radios, tablets, or dispatch systems.
• Ability to fluently read, write, speak, and understand English.

Physical Requirements

Ability to perform the physical requirements of the position with or without a reasonable accommodation, which may include but are not limited to: 

• Sedentary work that involves sitting/standing at a desk
• Repeating motions that may include eyesight, wrists, hands, and/or fingers.
• Lifting up to 25 lbs. on occasion 
• Being able to listen and speak clearly on a telephone or through a headset

Education and Experience

• High school diploma or GED required.
• Associate's degree in Business Administration, Hospitality, Communications, or related field, preferred.
• Two (2) years of customer service, hospitality, administrative support, parking operations, transportation, or airport-related experience preferred.
• Proficiency with Microsoft Office applications.

Special Requirements

• Must successfully complete E- Verify I-9 process. We will provide E-Verify and the federal government with your I-9 information to confirm that you are authorized to work in the U.S.

*Any offer of employment would be contingent on passing a security clearance background check.

Full Time Employee Benefits

• Paid time off
• Paid holidays
• Medical/Dental/Vision
• NYS Deferred Compensation Plan 457(b) with employer 401(a) match
• Paid Family Leave
• Employee Assistance Program
• Flexible Spending Accounts
• Supplemental Insurance
• Night Shift Differential. $1.00/night shift differential for the 11:00 p.m. - 7:30 a.m. shift.

EEO Statement

Altitude Access Solutions, Inc. is committed to equal employment opportunity and leveraging the talent of a diverse workforce to serve the traveling public at Syracuse Hancock International Airport. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran, or any other basis protected by Federal, State or Local law. We encourage individuals from all backgrounds to apply.