Landside Operations Specialist

City of Charlotte

3d•$25 - $35•Onsite

About The Position

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.

Requirements

High school diploma or equivalent and 1 year of relevant experience OR Associates degree
Knowledge of: Administrative and clerical procedures, methods, and computer equipment
Knowledge of: Records retention and disposal
Knowledge of MS Word, Excel, PowerPoint and Outlook, and other computer programs.
Skill in: Interpersonal skills necessary to develop and maintain effective and appropriate working relationships.
Skill in: Troubleshooting and problem-solving techniques
Skill in: Organization and time management
Skill in: Collaboration and teamwork
Skill in: Providing excellent customer service
Skill in: Skills to effectively and discreetly handle and convey information.
Ability to: Follow verbal and written instructions.
Ability to: Plan and organize the work.
Ability to: Analyze problems and make effective decisions.
Ability to: Deal tactfully and courteously with the public, represent the airport in a positive, professional manner, and establish and maintain effective working relationships with co-workers, tenants and contractors.
Ability to: Maintain the confidentiality of information and professional boundaries
Ability to: Work independently as well as a team member with diverse workgroups.
Ability to: Communicate clearly and concisely, orally and in writing, and complete related paperwork.
Ability to: Speak clearly enough to be understood over the radio, and telephone, communicating effectively with customers and stakeholders.
Must be able to work assigned shifts, including holidays, or special events, to include urgent/emergency situations and inclement weather. Shifts and desk hours subject to change. Overtime possible.
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.
Must be able to obtain a City driver's permit, which is dependent on your driver's license status.
Positions in this class typically require sitting, standing, walking, bending pulling and pushing.
Must be available to work on assigned shift in a 24/7/365 schedule.
Subject to overtime, calls back to work for emergency situations and work during inclement weather.
Spend about 80% of time standing or sitting, walking 15% and driving 5%.
Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, driving, climbing, or walking, pushing and pulling up to 50 lbs. Carries a variety of equipment, including but not limited to radio, clipboard, phone, I-pad and camera.
Positions in this class typically require grasping, stooping, squatting, kneeling, crouching, reaching, pushing, pulling, talking, hearing, seeing, and repetitive motions.
Adequate vision, hearing, and speech required.
Concentrated and attentive use of one or more senses (visual, audio, and other sensory modalities) for proof reading, data entry, tabulating data
Ability to operate in an environment with frequent interruptions
Comprehend written information in work related documents
Ability to hear, understand and distinguish speech
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.

Nice To Haves

At least 2 years customer service experience
Experience working in a fast-paced environment.
Strong Excel skills.

Responsibilities

Coordinate the CLT Employee Parking Program. Research issues and maintain the Employee Parking Database. Assign, activate, track, de-activate, and audit Parking Access Cards and hangtags. Using the Parking Revenue Control System (PARCS) appropriately.
Research and resolve issues concerning Landside Operations customer concerns and employee parking. Provides courteous and helpful service to internal and external customers in person, in writing and over the phone. Handles or assign guest complaints and requests concerning public parking, online booking, employee parking bus operations and all things Landside related.
Ensure that parking citation appeals are addressed, and customers receive the appropriate response based on Airport bylaws, policies and procedures.
Thoroughly research employee parking requests, customer comments and citations. Respond to stakeholders, employees, and the public appropriately and within established timelines.
Report and record issues, process refunds and maintain employee parking data as written in SOPs and/or directed by supervisor or manager. Complete all other related paperwork such as refund logs, work orders and training records, etc.
Communicate appropriately with Landside Employees, Parking Contractor, Business and Revenue and IT to resolve issues and gather information.
Route customer comments to the appropriate person or division.
Serve as the lead for the Landside IROPS volunteers and Landside Snow Desk. Provide accurate information to employees, contractors, airport stakeholders and partners, the public and commercial operators. Respond to requests for service in accordance with policies and procedures. Assist passengers and work public areas during IROPS such as inclement weather, holidays, special events and airport emergencies.
Complete inventory and orders for Employee Parking AccessControl (PAC) cards and hangtags. Orders specialty items, request quotes from various vendors for the department as needed.
Supervise and monitor the work of volunteers during irregular operations.
Other duties, as assigned.