Terminal Operations Coordinator

3 months ago

Charlotte, United States City of Charlotte Full time

Introduction

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. General Information:•Work schedule includes nights, weekends, and holidays. Subject to emergency calls back to work 24/7/365.•Valid driver’s license and ability to qualify for and maintain a City driving permit. •Ability to pass a background check in advance of start date required. Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.

Overview

The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Major Duties and Responsibilities

1.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. 2.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. 3.Investigate and document incidents related to general liability.4.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. 5.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. 6.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. 7.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. 8.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. 9.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.10.Other duties, as assigned.

Knowledge, Skills & Abilities

•Knowledge of the practices and techniques used in the field of customer service, airport or airline operations, and irregular operations at an airport.•Skills to communicate effectively orally and in writing.•Effective organizational skills.•Ability to establish and maintain effective working relationships with airline management, federal partners, co-workers and the public, and represent the airport in a positive and professional manner. •Ability to demonstrate initiative, creativity and innovative thinking in a rapidly changing work environment. •Ability to make comprehensive recommendations to resolve operational problems.•Ability to deal courteously and firmly with the traveling public, tenants, co-workers and others.•Ability to represent the airport in a professional, positive manner and provide exceptional customer service to the traveling public, tenants, co-workers and others.•Ability to recognize potential threats, and respond quickly and calmly under emergency situations.•Ability to act without direct supervision using independent judgment and discretion in emergency situations in accordance with departmental policies, procedures, rules, regulations, laws, and ordinances. Physical Requirements:This position requires a high level of physical ability including visual acuity, hearing, and strength. This position spends approximately 80% of the time walking and or standing. Must be able to stand, walk and sit for extended periods of time. Must be able to lift items and carry up to 25 lbs. for a short distance. Must be able to push a cart with up to 50 lbs. of material. Works primarily inside but will work some outside with exposure to inclement weather. Work involves extensive public contact.

Preferred Qualification

Relevant experience in airline operations, airport operations, airport security operations, or equivalent. Customer service experienced desired.

Minimum Qualifications

High School Graduate or Equivalent and three years related work experience

OR

Associate's Degree and one year related work experience

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. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

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.

The City of Charlotte is an Equal Opportunity Employer.

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