Terminal Operations Coordinator

City of Charlotte•Charlotte, NC

8d•$25 - $33•Onsite

About The Position

Monitors airport terminal and curbside operations, ensures safe and efficient flow of passengers through terminal facilities, and ensures an optimal customer experience at CLT. Performs Terminal inspections, enforces crowd control measures, and responds to incidents related to general liability. Assist in coordinating customer services efforts including stranded overnight passengers, lost and found activities, and security screening checkpoint monitoring. Responds to and participates in airport emergencies and significant incidents. Ensures the safe and efficient flow of passengers through the terminal facilities while maintaining an optimal customer experience at CLT. Performs daily inspections of the terminal curbsides and facilities (ticketing, baggage claim, concourses, atrium, FIS), document discrepancies and follow up on issues; enforces rules, regulations, and the application of CLT customer service standards. Monitors passenger movement and implements crowd control measures, as necessary. Provide exemplary customer service and relationship management when interacting with customers, travelers, tenants, and stakeholders. Maintain awareness of current airport-related news and information such as tenant names, projected passenger numbers, security regulations, etc. to provide accurate information. Provide brochures, literature, web links, and the like to the customers. Work with other divisions within the Aviation Department to ensure a positive experience for the customers, visitors, and tenants. Investigate and document incidents related to general liability. Assists in coordinating the customer service efforts of internal and external support agencies during periods of irregular operations. Provides direct support to passengers stranded overnight in the terminal, including handing out supplies and providing information to customers. Assists airport tenants with passenger movement throughout the airport terminal, lobby, and curbside areas as needed. Monitors the security screening checkpoints, tracks wait times, and assists in redirecting passengers to other checkpoints, as needed. Assist with lost and found activities in accordance with established procedures by receiving, retrieving, and returning items, recording necessary information, and transferring the items to Airport Lost and Found. Assist with Airport Information Desk, and International Arrival Assistant activities in accordance with established procedures including, the set-up and break down of Airport Information Desk, vetting/distribution of Visitor Passes in accordance with the Airport Security Plan, and assistance with the International Arrival operation. Responds to and participates in airport emergencies and significant incidents in compliance with the Airport Emergency Plan (AEP) and standard operating procedures. Coordinates and assists the Terminal Operations response efforts in emergency operations and provides updates to management. 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.

Requirements

Associate’s degree plus one year of experience
High school diploma or GED plus three years of experience
Relevant experience must include airline operations, airport operations, airport security operations, or equivalent.
Valid driver’s license and ability to qualify for and maintain a City driving permit required.
Ability to pass a background check in advance of start date required.
Final candidates must pass a pre-employment drug-screening test and physical examination.

Nice To Haves

Customer service experience preferred.

Responsibilities

Monitors airport terminal and curbside operations.
Ensures safe and efficient flow of passengers through terminal facilities.
Ensures an optimal customer experience at CLT.
Performs Terminal inspections.
Enforces crowd control measures.
Responds to incidents related to general liability.
Assists in coordinating customer services efforts including stranded overnight passengers, lost and found activities, and security screening checkpoint monitoring.
Responds to and participates in airport emergencies and significant incidents.
Performs daily inspections of the terminal curbsides and facilities (ticketing, baggage claim, concourses, atrium, FIS), document discrepancies and follow up on issues.
Enforces rules, regulations, and the application of CLT customer service standards.
Monitors passenger movement and implements crowd control measures, as necessary.
Provide exemplary customer service and relationship management when interacting with customers, travelers, tenants, and stakeholders.
Maintain awareness of current airport-related news and information such as tenant names, projected passenger numbers, security regulations, etc. to provide accurate information.
Provide brochures, literature, web links, and the like to the customers.
Work with other divisions within the Aviation Department to ensure a positive experience for the customers, visitors, and tenants.
Investigate and document incidents related to general liability.
Assists in coordinating the customer service efforts of internal and external support agencies during periods of irregular operations.
Provides direct support to passengers stranded overnight in the terminal, including handing out supplies and providing information to customers.
Assists airport tenants with passenger movement throughout the airport terminal, lobby, and curbside areas as needed.
Monitors the security screening checkpoints, tracks wait times, and assists in redirecting passengers to other checkpoints, as needed.
Assist with lost and found activities in accordance with established procedures by receiving, retrieving, and returning items, recording necessary information, and transferring the items to Airport Lost and Found.
Assist with Airport Information Desk, and International Arrival Assistant activities in accordance with established procedures including, the set-up and break down of Airport Information Desk, vetting/distribution of Visitor Passes in accordance with the Airport Security Plan, and assistance with the International Arrival operation.
Responds to and participates in airport emergencies and significant incidents in compliance with the Airport Emergency Plan (AEP) and standard operating procedures.
Coordinates and assists the Terminal Operations response efforts in emergency operations and provides updates to management.
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.