CLT Lead Customer Service Associate

Lead Customer Service Associate

The Lead Customer Service Associate (Lead CSA) is a highly visible, customer-facing team member who supports the effective and efficient operation of the Federal Inspection Services (FIS) area at Charlotte Douglas International Airport. The Lead CSA serves passengers in a polite, engaging, professional, caring, efficient, and diplomatic manner while helping coordinate frontline CSA activity and supporting the on-duty shift supervisor or management team.

The primary location for this position is the Federal Inspection Services (FIS) area. Lead CSAs may also support the lobby, baggage claim, and checkpoints based on operational needs. Because Lead CSAs may be among the first interactions international visitors have upon arrival in the United States, a welcoming demeanor, strong judgment, and consistent professionalism are essential.

Leadership and Shift Support Responsibilities

Serve as the primary point of contact for the Customer Service Associates assigned to the FIS area and coordinate closely with the on-duty shift supervisor or management team.

Confirm that assigned team members are positioned appropriately and performing duties in accordance with contract specifications, CLT Airport expectations, company standards, and operational requirements.

Respond to dynamic passenger-flow and operational needs within assigned work areas and adjust support activities in response to direction from CLT Airport partners or VIP Hospitality leadership.

Coordinate with the on-duty supervisor to support implementation of back-up plans when call-offs, coverage gaps, passenger surges, or irregular operations occur.

Provide real-time guidance, support, and redirection to CSAs while maintaining a calm, respectful, and solutions-focused leadership presence.

Occasionally fill in for the shift supervisor when directed and qualified to do so.

FIS and Passenger Support Responsibilities

Staff Global Entry kiosks, Enhanced Passenger Processing kiosks, and any future technology implemented by Customs and Border Protection (CBP) or CLT Airport to assist passengers with the process and resolve appropriate levels of customer questions or issues.

Direct passengers into the appropriate FIS queue lanes for CBP clearance using clear, professional, and courteous communication.

Help direct passenger traffic and baggage to the recheck bag belt while supporting safe, orderly, and efficient movement through the FIS area.

Provide wayfinding and customer-service support in the FIS area and, when assigned, in the lobby, baggage claim, or checkpoints.

Stand behind a kiosk-assist podium or counter for extended periods while remaining attentive, approachable, and ready to assist passengers.

Escalate passenger concerns, operational issues, or questions requiring additional authority to the appropriate supervisor, manager, CLT Airport partner, or CBP representative.

Customer Service Expectations

Serve passengers in a polite, engaging, professional, caring, efficient, and diplomatic manner while consistently demonstrating welcoming and helpful behaviors.

Maintain the highest standards of demeanor and professionalism when interacting with international visitors, travelers, airport partners, and team members.

Provide clear, concise direction to passengers in a warm, respectful, and solutions-focused manner, including during high-stress or fast-paced periods.

Proactively look for travelers who appear confused, delayed, or in need of assistance and offer help before issues escalate.

Remain flexible and adapt quickly to peaks and valleys in passenger activity and to operational direction provided by CLT Airport or VIP Hospitality leadership.

Tips may not be solicited or accepted within the U.S. Customs / FIS area or anywhere else on airport property for any reason.

Communication and Teamwork

Use two-way radios and other approved communication tools professionally and efficiently when communicating with CSAs, supervisors, management, and airport partners.

Learn and follow applicable FIS procedures, CLT Airport expectations, CBP requirements, company policies, and safety and security protocols.

Communicate operational concerns, staffing needs, passenger-flow issues, and service escalations promptly through the appropriate chain of command.

Work collaboratively with VIP Hospitality leadership, CLT Airport partners, CBP, and other stakeholders to support a positive passenger experience.

Qualifications

Fluency and proficiency in the English language sufficient to communicate clearly with passengers, team members, supervisors, and airport partners.

Previous customer service, hospitality, aviation, transportation, or other high-volume public-facing experience preferred.

Prior lead, coaching, team-support, or supervisory experience preferred.

Ability to engage and communicate effectively with customers in a high-stress, fast-paced environment.

Warm, welcoming, patient, and professional demeanor with a genuine interest in serving and interacting with customers throughout the assigned shift.

Ability and willingness to learn FIS processes, assigned CLT Airport areas, kiosk-assist procedures, and applicable operational expectations.

Ability to learn and operate a two-way radio and other approved communication tools.

Ability to obtain and maintain required airport badge, credentials, clearances, training, and any client or regulatory requirements for the assignment.

Dependable, punctual, flexible, observant, and able to respond professionally to changing operational needs.

Essential Functions and Physical Requirements

Stand and remain alert for extended periods at a designated location, kiosk-assist podium, or counter, with or without reasonable accommodation.

Walk through assigned work areas, direct passengers, monitor queue activity, and provide assistance in busy airport locations, with or without reasonable accommodation.

Communicate clearly in person and by radio in a fast-paced airport environment.

Work various shifts as assigned, including mornings, evenings, weekends, holidays, and irregular schedules based on operational needs.

Respond to passenger-flow changes, staffing needs, and operational direction in a timely and professional manner.

Compliance, Equal Opportunity, and Additional Notes

VIP Hospitality is an equal opportunity employer and considers qualified applicants without regard to protected characteristics under applicable federal, state, and local law.

Reasonable accommodations may be available to qualified individuals with disabilities to perform the essential functions of the position, unless doing so would create an undue hardship.

This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications.

Employment and continued assignment may be subject to successful completion and maintenance of required background checks, airport badging, security training, and client or regulatory requirements.

Nothing in this job description creates a contract of employment or alters any applicable at-will employment relationship, where permitted by law.